Senior IT Service Management Leader (Remote)

CSAA; Nevada (IA); Remote; USD 140,000 - 170,000; Full time

Job summary

CSAA Insurance Group is requesting a Senior Manager, IT Service Management - Remote to lead enterprise ITSM strategy and governance. You will establish practical standards aligned with business priorities, customer experience, risk, and regulatory needs while guiding teams across IT, security, and risk to improve service delivery.

The role covers Incident and Major Incident, Problem, Change Enablement, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, with

Qualifications

• Extensive experience leading enterprise ITSM programs.
• Ability to define and mature ITSM governance.
• Experience partnering with IT, security, risk and business teams.
• Strong knowledge of ITIL processes and metrics.
• Proven track record delivering reliable technology services.

Responsibilities

• Lead ITSM strategy, roadmap, operating model, governance framework, and maturity priorities.
• Define and maintain ITSM policies, standards, controls, roles, decision rights, accountability models, governance forums, and operating rhythms.
• Align service management with customer needs, technology strategy, regulatory requirements, operational risk, and business outcomes.
• Oversee Incident, Major Incident, Problem, Change, Configuration, IT Asset, Knowledge, SLA, and Catalog management.
• Provide leadership with reporting on ITSM improvements and risk mitigation.

Skills

ITSM

ITIL

Leadership

Strategic planning

Governance

Incident Management

Problem Management

Change Management

Cross-functional collaboration

Job description

CSAA Insurance Group is requesting a Senior Manager, IT Service Management - Remote to lead enterprise ITSM strategy and governance. You will establish practical standards aligned with business priorities, customer experience, risk, and regulatory needs while guiding teams across IT, security, and risk to improve service delivery.

The role covers Incident and Major Incident, Problem, Change Enablement, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, with