Senior Manager, IT Service Management - Remote

CSAA Insurance Group; Phoenix (AZ); Remote; USD 168,000 - 224,000; Full time

Benefits offered by this job

Flexible remote work culture

Remote-first workplace with Home-Flex

Competitive total compensation package

Annual bonus eligibility

Job summary

CSAA Insurance Group is hiring a Senior Manager, IT Service Management. This remote role leads ITSM strategy, governance, and continual improvement across Incident, Problem, Change, and Asset Management, partnering with technology, security, risk and business teams to deliver reliable IT services.

The position emphasizes governance, policy development, and alignment with regulatory and business priorities, while maturing ITSM practices and enabling AI-enabled service management across the

Qualifications

• 10+ years of progressive IT leadership experience in large enterprise environments.
• 3+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
• Experience leading ITSM strategy, governance, and service delivery teams.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead ITSM strategy, roadmap, and governance across the enterprise.
• Align service management with customer needs, risk, and business outcomes.
• Oversee Incident, Problem, Change, and Asset Management with continual improvement.
• Develop metrics, dashboards, and executive reporting on ITSM performance.
• Drive AI-enabled and automated ITSM initiatives with cross-functional partners.
• Lead a high-performing, inclusive ITSM team and mentor staff.

Skills

IT leadership

ITIL knowledge

ITSM

Governance

Strategy

Education

Bachelor's degree or equivalent experience

Job description

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, use, maintenance, and retirement.
• Work with ServiceNow Engineering, architecture, infrastructure, applications, Security, and data owners to improve CMDB and asset data accuracy, completeness, reconciliation, relationships, and accountability.
• Advance CSDM and service mapping to connect configuration items and assets with business and technical services, enabling incident impact analysis, change risk assessment, resilience, audit readiness, reporting, and automation.
• Establish the data quality, ownership, governance, and lifecycle controls needed to prepare configuration and asset data for responsible AI use, and work with ServiceNow Engineering, Data, Security, and Architecture to prioritize, implement, validate, and monitor AI-enabled capabilities that improve discovery, reconciliation, data quality, impact analysis, risk identification, and lifecycle decision-making.
• Communicate risks, improvement priorities, and resource needs while coordinating with ServiceNow Engineering and maintaining clear process, data, and platform accountability.

Request, Catalog, and Knowledge Management

• Lead strategy and governance for request fulfillment, the organizational service catalog, and Knowledge Management.
• Establish standards for service definitions, offerings, intake, approvals, fulfillment, ownership, measurement, lifecycle management, and knowledge creation, review, publishing, feedback, quality, and retirement.
• Work across business, technology, ServiceNow Engineering, and Identity and Access Management to simplify and automate employee requests and remove redundant steps, manual handoffs, unnecessary approvals, and unclear ownership.
• Ensure catalog improvements balance business value, customer experience, controls, fulfillment feasibility, and platform sustainability.
• Promote knowledge-centered practices that strengthen self-service, accelerate resolution, reduce repeat contacts, and prepare Incident, Request, Catalog, and Knowledge processes for responsible AI-assisted search, triage, recommendations, and automation.

Service Levels, Measurement, and Continual Improvement

• Establish the approach for defining, negotiating, measuring, and reporting service levels, operational agreements, targets, and ITSM key performance indicators.
• Work with service owners and business to ensure measures are meaningful, achievable, and tied to customer and business outcomes.
• Develop actionable dashboards and executive reporting covering service health, process performance, customer experience, operational risk, trends, dependencies, and improvement progress.
• Sustain improvements through clear ownership, documented standards, training, adoption support, consistent review and measurable outcomes.

AI, Automation, and AIOps Enablement

• Work with ServiceNow Engineering, Platform Engineering, Security, Risk, Data, and Architecture to govern AI-assisted and automated ITSM activities.
• Define process requirements, decision criteria, human review, escalation, and controls for AI-enabled service management.
• Prioritize automation and AI opportunities across incident classification and routing, knowledge recommendations, problem identification, change risk, reporting, and self-service.
• Ensure AI-enabled changes are measurable, explainable, auditable, and aligned with data handling, security, risk, and responsible AI requirements.
• Work with observability and platform teams to improve event, monitoring, service, and configuration data flows and establish the maturity, data quality, ownership, and governance needed for AIOps.
• Monitor effectiveness and recommend adjustments based on service quality, operational risk, adoption, and business value.

People Leadership and Organizational Capability

• Lead, coach, develop, and retain a high-performing, collaborative, accountable, inclusive, and customer-focused team of ITSM professionals and process leaders.
• Set clear responsibilities, expectations, development goals, measurable outcomes, succession plans, and career pathways.
• Prioritize engineering decisions and balance strategic improvements with operational responsibilities, audits, interested party needs, regulatory commitments, process maturity, available capacity, and unplanned demand.
• Build capability across ITIL, process governance, data analysis, customer experience, facilitation, consulting, automation, leadership, and AI-enabled service management.
• Coordinate internal employees, contractors, consultants, offshore resources, and cross-functional partners through an operating rhythm that supports clear priorities, timely decisions, workload visibility, risk escalation, and consistent delivery.

Stakeholder and Partner Management

• Build partnerships across executive, business, technology, operations, and control functions to align service ownership, priorities, risk decisions, adoption, and improvement investments.
• Translate operational issues and performance data into clear business impacts, recommendations, and decision points that matures enterprise standards.
• Work with ServiceNow Engineering to convert approved process requirements into prioritized platform capabilities while maintaining clear process and platform accountability.
• Coordinate with vendors, consultants, Risk, Compliance, Audit, and Security; provide the Director with performance insights, risks, demand and capacity needs, and remediation status to support resource, financial, and investment decisions.

Required Experience, Education And Skills

• 10+ years of progressive IT leadership experience in large enterprise environments
• Proven ability to lead others directly or indirectly, as demonstrated through 3+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
• Experience leading ITSM strategy, governance, and service delivery teams
• Deep knowledge of ITIL practices and enterprise service management
• Proven success leading through influence in matrixed organizations
• Bachelor's degree or equivalent experience

What would make us excited about you?

• MBA or other advanced degree
• Financial services or relevant industry experience (some combination of Insurance or financial services, automotive services, and/or travel services).Soft skills
• Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues
• Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities)
• Champions our cultural norms (e.g., willing to have cameras when it matters interviewing candidates, building relationships with team members, etc.)
• Translates our strategy and priorities for their team members to connect to the bigger picture
• Demonstrates a company ownership mindset, thinking beyond boundaries of their own area
• Travels as needed for role, including meetings, divisional / team meetings, and other in-person meetings
• Fulfills business needs, which may include investing extra time, helping other teams, etc

Please note we are hiring for this role remote anywhere in the United States with the following exceptions Hawaii and Alaska.

Why Choose a Career at CSAA IG?

Recognition

We offer a total compensation package, annual bonus eligibility for most roles, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at https//careers.csaainsurance.aaa.com/us/en/benefits.

Career Growth

We believe in growth for everyone. Here at CSAA IG, leaders and mentors partner with employees to align interests, unlock development opportunities, and support long-term success.

Flexible Workplace

We embrace a remote-first culture through our Flexible Workplace. Most employees hold Home-Flex roles, working primarily from home, often with the flexibility to work from various locations including CSAA offices. Our flexible workplace empowers you to balance remote work with intentional in-person moments that deepen connection and collaboration.

Inclusion and Belonging

An inclusive and welcoming workplace is the cornerstone of our success. By fostering an environment where people feel valued and heard, we deepen our ability to understand and meet the unique needs of our members. This strengthens innovation and enhances our products and services, giving us a competitive edge in the market.

Sustainability

As climate change leads to more frequent and severe weather events, we are taking bold action to build more resilient communities and reduce our environmental impact.

CSAA is committed to providing reasonable accommodations to qualified applicants and employees with disabilities or other limitations. If you would like to request an accommodation to participate in the job application or interview process, please contact [e-mail]

CSAA Insurance Group is an equal opportunity employer.

The national average salary range for this position is $168,300.00-$187,000.00. However, we have a location-based compensation structure. Our salary ranges vary and are calculated based on work location. The starting pay range for this position across all the states we hire in is $168,300.00-$224,300.00. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 20% of eligible pay.

Colorado Specific Job Range

$168,300.00 - $205,400.00