Senior IT Service Management Leader — Remote

CSAA; Virginia (MN); Remote; USD 120,000 - 180,000; Full time

Job summary

CSAA Insurance Group seeks a Senior Manager, IT Service Management to lead ITSM strategy across incident and major incident, problem, change enablement, configuration, IT asset, knowledge, service level, catalog and request management, and continual improvement in a remote role.

You will partner with IT, Security and Risk to develop policies, measure maturity, drive improvements, and align IT services with business needs across the enterprise.

Responsibilities

• Lead ITSM strategy, roadmap, governance framework, and process maturity priorities.
• Define and maintain ITSM policies, standards, controls, roles, decision rights, and operating rhythms.
• Align service management with customer needs, technology strategy, regulatory requirements, and risk.
• Assess process maturity and prioritize improvements based on value, risk, and readiness.
• Promote consistent ITSM adoption across delivery models and planning discussions.
• Provide governance for Incident and Major Incident Management with clear escalation and post-incident reviews.
• Summarize incident trends, remediation actions, and improvement progress for leadership.
• Lead proactive and reactive Problem Management with backlog prioritization and root-cause analysis.
• Maintain backlog by business impact, recurrence, operational risk, and value of improvements.
• Govern Change Management with risk-based standards and CAB practices; enable Agile/DevOps and cloud delivery.
• Govern IT Asset and Configuration Management with policies, lifecycle management, and cost control.

Job description

CSAA Insurance Group seeks a Senior Manager, IT Service Management to lead ITSM strategy across incident and major incident, problem, change enablement, configuration, IT asset, knowledge, service level, catalog and request management, and continual improvement in a remote role.

You will partner with IT, Security and Risk to develop policies, measure maturity, drive improvements, and align IT services with business needs across the enterprise.