Senior ITSM Leader — Remote

CSAA; Idaho; Remote; USD 140,000 - 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 service improvement. The role collaborates with technology, security, risk, and business teams to align ITSM with customer needs and regulatory requirements.

The position oversees Incident, Problem, Change, and Asset Management, driving standardized processes, performance metrics, and mature governance across the organization. Remote work is supported.

Qualifications

• Experience leading IT service management strategy and governance.

Responsibilities

• Lead ITSM strategy, roadmap, operating model, governance framework, and process maturity priorities.
• Provide governance for Incident and Major Incident Management, including standards and communications.
• Lead proactive and reactive Problem Management with backlog prioritization and root cause analysis.
• Provide governance for Change Management and risk-based standards across normal, standard, and emergency changes.
• Lead governance for Service Configuration Management and IT Asset Management.

Skills

ITSM

Leadership

Governance

Strategic planning

Incident management

Problem management

Change management

Communication

Job description

CSAA Insurance Group is seeking a Senior Manager, IT Service Management to lead enterprise ITSM strategy, governance, and continual service improvement. The role collaborates with technology, security, risk, and business teams to align ITSM with customer needs and regulatory requirements.

The position oversees Incident, Problem, Change, and Asset Management, driving standardized processes, performance metrics, and mature governance across the organization. Remote work is supported.