Senior Manager, IT Service Management - Remote

CSAA; Wisconsin; À distance; USD 120 000 - 170 000; Plein temps

Résumé du poste

CSAA Insurance Group seeks a Senior Manager, IT Service Management to lead enterprise ITSM strategy and governance, guiding incident, problem, change, and asset management across a remote work model.

The role collaborates with technology, security, risk, and business teams to align ITSM with customer needs, regulatory requirements, and strategic objectives, driving continual improvement and measurable outcomes.

Qualifications

• Leads enterprise ITSM strategy across incident, problem, change, asset, knowledge, and service level management.
• Partners with IT and business leaders to align service management with customer needs, technology strategy and risk.
• Establishes policies, governance, controls and operating rhythms to improve service delivery.

Responsabilités

• Lead ITSM strategy, roadmap, operating model, governance framework, and maturity priorities.
• Define ITSM policies, standards, controls, roles, decision rights and accountability models.
• Align ITSM with customer needs, technology strategy, regulatory requirements and business outcomes.
• Assess process maturity and prioritize improvements based on value, risk, and readiness.
• Promote consistent adoption with flexible delivery models and tie ITSM to planning and audits.
• Provide governance for Incident and Major Incident Management including identification and resolution standards.
• Ensure major incidents support timely restoration and post-incident reviews.
• Link corrective actions to Problem, Change, and continual improvement.
• Monitor incident trends, recovery performance, and process alignment across teams.
• Provide leadership with clear reporting on major incidents and improvements.
• Lead proactive and reactive Problem Management with backlog prioritization and root-cause analysis.
• Maintain records of known errors and corrective actions with ownership.
• Use data to identify patterns and drive proactive interventions.
• Report on root-cause themes and reductions in operational impact.
• Provide governance for Change Management with risk-based standards for all change types.
• Work with engineering to support Agile, DevOps, cloud, and automation in delivery.
• Monitor change success, unauthorized changes, and audit findings.
• Lead improvements from audits while balancing risk and timely delivery.
• Govern IT Asset and Service Configuration Management with clear policies and lifecycle oversight.
• Ensure accurate information about services and configuration items for decision support.

Description du poste

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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