Senior ITSM Leader - Remote Delivery & Transformation

CSAA; Iowa (LA); Remote; USD 140.000 - 210.000; Vollzeit

Zusammenfassung

CSAA Insurance Group is seeking a Senior Manager, IT Service Management for a remote role in the United States. You will lead the strategy, governance and continual improvement of enterprise ITSM practices across incident, problem, change, and asset management to ensure reliable technology service delivery.

You will collaborate across technology, security, risk and business teams to align ITSM with customer needs, regulatory requirements and business outcomes, driving maturity, risk reduction

Aufgaben

• Lead ITSM strategy, roadmap, operating model and governance priorities.
• Define and maintain ITSM policies, standards, controls, roles, accountability models and governance forums.
• Align service management with customer needs, technology strategy and regulatory requirements.
• Prioritize improvements based on business value, risk and readiness.
• 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 and notification.
• Ensure major incidents follow a consistent operating model for timely restoration and post-incident reviews.
• Link corrective actions to Problem, Change and continual improvement.
• Monitor incident trends and collaboration across teams to strengthen resilience.
• Report on major incidents, recurring issues and improvement progress.
• Lead proactive and reactive Problem Management from identification to closure.
• Maintain a backlog prioritized by impact and risk.
• Ensure major and recurring incidents have proper problem records and actions.
• Use data to identify patterns and proactive interventions.
• Report root-cause themes and aging of corrective actions.
• Provide governance for Change Management with risk-based standards.
• Evolve CAB practices for risk, scheduling and readiness.
• Support Agile, DevOps, cloud and continuous delivery through automation and policy-driven controls.
• Monitor changes and related incidents for compliance and risk.
• Lead improvements from audits and findings.
• Lead governance for Service Configuration and IT Asset Management with clear policies and performance measures.
• Ensure accurate information about services and configuration items to support decision-making.
• Oversee full lifecycle of IT assets to improve value and control costs.

Jobbeschreibung

CSAA Insurance Group is seeking a Senior Manager, IT Service Management for a remote role in the United States. You will lead the strategy, governance and continual improvement of enterprise ITSM practices across incident, problem, change, and asset management to ensure reliable technology service delivery.

You will collaborate across technology, security, risk and business teams to align ITSM with customer needs, regulatory requirements and business outcomes, driving maturity, risk reduction