Senior IT Service Management Leader - Remote

CSAA; Colorado; Remote; USD 140,000 - 170,000; Full time

Job summary

CSAA Insurance Group seeks a Senior Manager, IT Service Management - Remote to lead strategy, governance, and continual service improvement across IT delivery. You will shape ITSM standards, collaborate with technology, risk, and business teams, and drive measurable outcomes aligned with customer experience and regulatory requirements.

You will oversee Incident, Problem, Change, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, and work with executives to

Responsibilities

• Lead ITSM strategy, roadmap, governance framework, and process maturity priorities.
• Define and maintain ITSM policies, standards, controls, roles, decision rights, accountability models.
• Work with IT and business leaders to align service management with customer needs, tech strategy, risk, and outcomes.
• Assess process maturity and prioritize improvements based on value, risk, and readiness.
• Promote adoption with flexible delivery models and represent ITSM priorities in planning, architecture, operations, audit, risk, and transformation.
• Provide governance for Incident and Major Incident Management, including standards for identification, prioritization, and post-incident reviews.
• Monitor incident trends and collaboration across technology teams to strengthen resilience.
• Lead Problem Management with backlog prioritization and root-cause analysis.
• Govern Change Management with risk-based standards and CAB practices.
• Lead governance for Service Configuration and IT Asset Management, ensuring reliable information and lifecycle oversight.

Job description

CSAA Insurance Group seeks a Senior Manager, IT Service Management - Remote to lead strategy, governance, and continual service improvement across IT delivery. You will shape ITSM standards, collaborate with technology, risk, and business teams, and drive measurable outcomes aligned with customer experience and regulatory requirements.

You will oversee Incident, Problem, Change, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, and work with executives to