Senior ITSM Leader — Remote Strategy & Delivery

CSAA; Kentucky; Remote; USD 168,000 - 224,000; Full time

Job summary

CSAA Insurance Group (CSAA IG) is hiring a Senior Manager, IT Service Management to lead enterprise ITSM strategy and governance for delivery excellence. This remote role reports to leadership across IT, Security, Risk, and business units.

You will drive policy development, process maturity, and cross-functional collaboration to align IT services with customer outcomes and regulatory requirements, while guiding major incident, change, and knowledge management initiatives.

Qualifications

• 10+ years of progressive IT leadership experience in large enterprise environments.
• Experience leading ITSM strategy, governance, and service delivery teams.
• Deep knowledge of ITIL practices and enterprise service management.

Responsibilities

• Lead the organization’s 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.

Skills

IT leadership

ITSM strategy

Governance

Cross-functional collaboration

Communication

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

ITIL

Job description

CSAA Insurance Group (CSAA IG) is hiring a Senior Manager, IT Service Management to lead enterprise ITSM strategy and governance for delivery excellence. This remote role reports to leadership across IT, Security, Risk, and business units.

You will drive policy development, process maturity, and cross-functional collaboration to align IT services with customer outcomes and regulatory requirements, while guiding major incident, change, and knowledge management initiatives.