Senior IT Service Management Leader (Remote)

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

Job summary

CSAA Insurance Group, a leading US insurer, seeks a Senior Manager, IT Service Management to lead enterprise ITSM strategy, governance, and ongoing improvements in a remote-capable role. You will guide incident, problem, and change management across technology, security, risk, and business teams to align with customer needs and regulatory requirements.

Role requires strong leadership, collaboration with cross-functional teams, and a focus on measurable ITSM outcomes.

Responsibilities

• Lead the ITSM strategy, roadmap, operating model, governance framework, and process maturity priorities.
• Define and maintain ITSM policies, standards, controls, roles, decision rights, accountability models, governance forums, and operating rhythms.
• Work with IT and business leaders to align service management with customer needs, technology strategy, regulatory requirements, operational risk, and business outcomes.
• Assess process maturity and prioritize improvements based on business value, risk, operational need, and organizational readiness.
• Promote consistent adoption with appropriate flexibility for delivery models and represent ITSM priorities in technology planning, architecture, operations, audit, risk, and transformation discussions.
• Provide governance for Incident and Major Incident Management, including standards for identification, prioritization, critical issue, communication, resolution, closure, and follow‑up.
• Ensure major incidents follow a consistent operating model that supports timely service restoration, clear communication, and fact‑based post‑incident reviews.
• Connect corrective actions to Problem Management, Change Management, and continual improvement, addressing technology, monitoring, documentation, process, and organizational gaps.
• Monitor incident trends, recurring disruptions, business impact, resolution performance, and process alignment; collaborate across technology teams to strengthen resilience.
• Provide leadership with clear reporting on major incidents, recurring issues, restoration performance, and improvement progress.
• Lead proactive and reactive Problem Management, including identification, prioritization, investigation, root cause analysis, known errors, corrective actions, and closure.
• Maintain a structured backlog prioritized by business impact, recurrence, operational risk, and improvement value.
• Ensure qualifying major and recurring incidents create appropriate problem records, reviews, and tracked corrective actions with clear accountability.
• Use incident, event, change, configuration, and service performance data to identify patterns and proactive interventions.
• Report on root cause themes, corrective action aging, recurring incidents, and reductions in operational impact.
• Provide governance for Change Management and maintain risk‑based standards for normal, standard, emergency, and automated changes.
• Evolve Change Advisory Board practices to focus on material risk, complexity, scheduling conflicts, and business readiness.
• Work with engineering and product teams to support Agile, DevOps, cloud, and continuous delivery through automation, standardized models, policy‑driven controls, and pipeline integration.
• Monitor change success, failures, unauthorized and emergency changes, compliance, and change‑related incidents.
• Lead improvements arising from audits, controls, and operational findings while balancing effective risk management with timely delivery.
• Lead governance for the Service Configuration Management and IT Asset Management standards, with clear policies, standards, controls, roles, ownership, and performance measures.
• Ensure accurate and reliable information about services, configuration items, and their relationships is available when and where needed to support service delivery and decision‑making.
• Oversee the full lifecycle of IT assets to improve value, control costs, handle risk, maintain compliance, and support effective acquisition

Job description

CSAA Insurance Group, a leading US insurer, seeks a Senior Manager, IT Service Management to lead enterprise ITSM strategy, governance, and ongoing improvements in a remote-capable role. You will guide incident, problem, and change management across technology, security, risk, and business teams to align with customer needs and regulatory requirements.

Role requires strong leadership, collaboration with cross-functional teams, and a focus on measurable ITSM outcomes.