Senior IT Service Management Leader — Remote

501 CSAA Insurance Services, Inc.; Arizona; Hybrid; USD 168,000 - 224,000; Full time

Benefits offered by this job

Remote-first culture

Home telework flexibility

Job summary

CSAA Insurance Group in the United States is hiring a Senior Manager, IT Service Management to lead strategy, governance, and continual improvement of enterprise ITSM practices. This remote-ready role collaborates with IT, Security, Risk, and business teams to align ITSM with customer experience and risk management.

You will oversee Incident and Major Incident, Problem, Change Enablement, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, and drive outcomes

Qualifications

• 10+ years of progressive IT leadership experience in large enterprise environments.
• 3+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
• Experience leading ITSM strategy, governance, and service delivery teams.
• Deep knowledge of ITIL practices and enterprise service management.
• Proven success leading through influence in matrixed organizations.
• Bachelor's degree or equivalent experience.

Responsibilities

• Define and lead ITSM strategy, governance, and roadmap.
• Oversee incident and major incident governance and reporting.
• Lead problem management including root cause analysis.
• Govern Change Management with risk-based controls.
• Oversee Service Configuration and IT Asset Management.
• Lead knowledge management, catalog, and request fulfillment.

Skills

IT leadership

ITSM strategy

ITIL practices

Leadership

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

CSAA Insurance Group in the United States is hiring a Senior Manager, IT Service Management to lead strategy, governance, and continual improvement of enterprise ITSM practices. This remote-ready role collaborates with IT, Security, Risk, and business teams to align ITSM with customer experience and risk management.

You will oversee Incident and Major Incident, Problem, Change Enablement, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, and drive outcomes