Senior IT Service Management Leader - Remote

CSAA; Utah; Remote; USD 120,000 - 190,000; Full time

Job summary

CSAA Insurance Group is seeking a Senior Manager, IT Service Management to lead enterprise ITSM strategy, governance, and continual improvement across technology, security, risk, and business teams. You will set standards, drive operational excellence, and ensure reliable service delivery aligned with business priorities.

In this remote role, you will oversee Incident and Major Incident management, Problem management, Change enablement, and Asset and Configuration management, promoting

Qualifications

• Proven experience leading ITSM programs at enterprise scale.
• Ability to align ITSM with business strategy and regulatory needs.
• Strong governance and stakeholder management.
• Experience with Incident, Change, and Problem management.
• Knowledge of asset and configuration management.

Responsibilities

• Lead 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.
• Monitor incident trends, recurring disruptions, business impact, resolution performance, and process alignment.
• Provide leadership with clear reporting on major incidents, recurring issues, restoration performance, and improvement progress.
• Provide governance for Change Management and maintain risk‑based standards for normal, standard, emergency, and automated changes.
• Work with engineering and product teams to support Agile, DevOps, cloud, and continuous delivery through automation and policy-driven controls.
• Monitor change success, failures, unauthorized and emergency changes, compliance, and change-related incidents.
• Lead improvements arising from audits, controls, and operational findings while balancing risk 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.

Skills

ITSM Strategy

Governance

Leadership

Incident Management

Problem Management

Change Management

Configuration & Asset

Job description

CSAA Insurance Group is seeking a Senior Manager, IT Service Management to lead enterprise ITSM strategy, governance, and continual improvement across technology, security, risk, and business teams. You will set standards, drive operational excellence, and ensure reliable service delivery aligned with business priorities.

In this remote role, you will oversee Incident and Major Incident management, Problem management, Change enablement, and Asset and Configuration management, promoting