Senior IT Service Management Leader — Remote

CSAA; Mississippi; Remote; USD 140,000 - 190,000; Full time

Job summary

CSAA Insurance Group (CSAA IG) seeks a Senior Manager, IT Service Management to lead ITSM strategy, governance, and continual improvement for enterprise technology services. You will work across IT, Security, Risk, and business teams to align priorities and drive reliable service delivery in a remote capacity.

The role covers incident, problem, change, configuration, and asset management, ensuring policies and processes enable effective operations, audit readiness, and risk management.

Responsibilities

• Lead ITSM strategy, roadmap, and governance to improve service delivery.
• Define policies, standards, controls, and operating rhythms aligned to business goals.
• Collaborate with IT, Security, Risk, and business units to align priorities.
• Assess maturity and prioritize improvements based on risk and value.
• Represent ITSM in planning discussions across architecture and operations.
• Govern Incident and Major Incident management with standardized processes.
• Ensure timely restoration and clear post-incident reviews.
• Link corrective actions to Problem and Change management.
• Monitor incident trends and resilience across tech teams.
• Provide leadership reporting on major incidents and improvements.
• Lead proactive and reactive Problem Management with root-cause analysis.
• Maintain a backlog prioritized by impact and risk.
• Create problem records for major incidents with action plans.
• Use data to identify patterns and drive preventive actions.
• Report on root-cause themes and action aging.
• Govern Change Management with risk-based standards.
• Evolve CAB to focus on material risk and readiness.
• Support Agile/DevOps and cloud via automation and policy controls.
• Monitor change success and compliance.
• Lead improvements from audits and findings while balancing risk and delivery.
• Govern Service Configuration Management and IT Asset Management standards.
• Ensure accurate information on services and configuration items.
• Oversee lifecycle of IT assets to optimize value and compliance.

Job description

CSAA Insurance Group (CSAA IG) seeks a Senior Manager, IT Service Management to lead ITSM strategy, governance, and continual improvement for enterprise technology services. You will work across IT, Security, Risk, and business teams to align priorities and drive reliable service delivery in a remote capacity.

The role covers incident, problem, change, configuration, and asset management, ensuring policies and processes enable effective operations, audit readiness, and risk management.