Senior Manager, IT Service Management - Remote

About This Role

Leading the strategy, governance, execution, and continual improvement of enterprise IT service management practices is the core of this role, together with managing the teams responsible for reliable technology service delivery. The Senior Manager will establish practical, measurable ITSM standards aligned with business priorities, customer experience, operational risk, and organizational objectives, working across technology, Security, Risk, and business teams. The role provides leadership across various IT service management functions and focuses on developing team capability and aligning resources to priority needs.

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
• Provide governance for Incident and Major Incident Management, including standards for identification, prioritization, escalation, 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
• 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 are addressed

About the Company

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States. The company builds innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties.