Senior Manager, IT Service Management - Remote

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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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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?

At CSAA IG, we are a mission-driven organization proudly committed to empowering our members, our employees, and our communities to thrive.

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 longterm 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 inperson 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. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us.

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 TalentAcquistion@csaa.com

If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.

CSAA does not provide visa sponsorship for this role. Applicants must have authorization to work indefinitely in the US. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

CSAA Insurance Group is an equal opportunity employer.

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