Senior Manager, IT Service Management - Remote

CSAA; Illinois; Remote; USD 140,000 - 190,000; Full time

Job summary

CSAA Insurance Group, a AAA insurer, is seeking a Senior Manager, IT Service Management to lead enterprise ITSM strategy and governance, driving reliable technology service delivery. Remote role with broad cross‑functional collaboration across IT, Security, Risk, and business teams.

You will establish measurable ITSM standards aligned with customer needs, regulatory requirements, and business outcomes, advancing incident, problem, change, and asset management maturity across multiple teams.

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.
• 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 and risk.
• Promote consistent ITSM adoption and represent priorities in planning, architecture, operations, audits, risk, and transformation.

Job description

External candidates: In order for your application to be correctly processed please sign-in before you apply

Internal candidates: Please go to Workday and click "Find Jobs" link under Career

Thank you for considering opportunities with us!

Job Title

Senior Manager, IT Service Management - Remote

Requisition Number

R8016 Senior Manager, IT Service Management - Remote (Open)

Location

Arizona - Home Teleworkers

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States. Here, every employee shapes our mission. We build innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties. You will join a collaborative, inclusive culture where your strengths have room to grow and your ideas can drive real impact. Step into a role where you can contribute to our shared success through meaningful work.

We are actively hiring for a Senior Manager, IT Service Management - Remote

Your Role:

The Senior Manager, IT Service Management leads the strategy, governance, execution, and continual improvement of enterprise IT service management practices and the teams responsible for reliable technology service delivery.

Working across technology, Security, Risk, and business teams, you will establish practical, measurable ITSM standards aligned with business priorities, customer experience, operational risk, and organizational objectives.

The role provides leadership across Incident and Major Incident, Problem, Change Enablement, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, and continual improvement while developing team capability and aligning resources to priority needs.

Your Work: ITSM Strategy and Governance

• Lead the organizations 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.

Incident and Major Incident Management

• 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, addressing technology, monitoring, documentation, process, and organizational gaps.
• Monitor incident trends, recurring disruptions, business impact, resolution performance, and process alignment; collaborate across technology teams to strengthen resilience.
• Provide leadership with clear reporting on major incidents, recurring issues, restoration performance, and improvement progress.

Problem Management

• Lead proactive and reactive Problem Management, including identification, prioritization, investigation, root cause analysis, known errors, corrective actions, and closure.
• Maintain a structured backlog prioritized by business impact, recurrence, operational risk, and improvement value.
• Ensure qualifying major and recurring incidents create appropriate problem records, reviews, and tracked corrective actions with clear accountability.
• Use incident, event, change, configuration, and service performance data to identify patterns and proactive interventions.
• Report on root cause themes, corrective action aging, recurring incidents, and reductions in operational impact.

IT Change Management

• Provide governance for Change Management and maintain risk‑based standards for normal, standard, emergency, and automated changes.
• Evolve Change Advisory Board practices to focus on material risk, complexity, scheduling conflicts, and business readiness.
• Work with engineering and product teams to support Agile, DevOps, cloud, and continuous delivery through automation, standardized models, policy‑driven controls, and pipeline integration.
• Monitor change success, failures, unauthorized and emergency changes, compliance, and change‑related incidents.
• Lead improvements arising from audits, controls, and operational findings while balancing effective risk management with timely delivery.

Service Configuration and IT Asset Management

• Lead governance for the Service Configuration Management and IT Asset Management standards, with clear policies, standards, controls, roles, ownership, and performance measures.
• Ensure accurate and reliable information about services, configuration items, and their relationships is available when and where needed to support service delivery and decision‑making.
• Oversee the full lifecycle of IT assets to improve value, control costs, handle risk, maintain compliance, and support effective acquisition