Senior Manager, IT Service Management

This is a fully remote position, open to applicants in Alabama, +41 more states.

📋 Description

• Direct the strategy, governance, implementation, and ongoing enhancement of enterprise IT service management practices.

• Create ITSM standards that are in line with business priorities, customer experience, operational risk, and organizational goals.

• Oversee Incident, Major Incident, Problem, Change, Configuration, IT Asset, Knowledge, Service Level, Catalog, and Request Management.

• Define ITSM policies, standards, controls, roles, decision-making authorities, accountability frameworks, governance forums, and operational rhythms.

• Lead both proactive and reactive Problem Management, including root cause analysis and corrective measures.

• Govern risk-based Change Management and enhance Change Advisory Board practices.

• Supervise Service Configuration Management, IT Asset Management, CMDB, CSDM, and service mapping.

• Direct strategy and governance for request fulfillment, service catalog, and Knowledge Management.

• Establish service levels, KPIs, dashboards, executive reporting, and continuous improvement practices.

• Oversee AI-assisted and automated ITSM activities, including enabling AIOps.

• Lead, mentor, develop, and retain an ITSM team along with process leaders.

• Foster partnerships across executive, business, technology, operations, risk, compliance, audit, and security functions.

• Collaborate with ServiceNow Engineering, vendors, consultants, and cross-functional teams.

• Provide the Director with insights on performance, risks, demand and capacity needs, and remediation status.

⛳️ Requirements

• Over 10 years of progressive IT leadership experience in large enterprise settings.

• More than 3 years of experience leading teams, enterprise-wide programs, or large cross-functional initiatives.

• Expertise in leading ITSM strategy, governance, and service delivery teams.

• Extensive knowledge of ITIL practices and enterprise service management.

• Demonstrated success in leading through influence within matrixed organizations.

• Bachelor's degree or equivalent professional experience.

• Must have authorization to work indefinitely in the US.

• Must not require immigration support at present or in the future.

• Willingness to travel as needed for the role.

• An MBA or other advanced degree is preferred.

• Experience in the financial services sector or relevant industry is advantageous.

🏝️ Benefits

• Eligibility for an annual bonus through the Annual Incentive Plan (AIP), up to 20% of eligible pay.

• 401(k) plan with company matching contributions.

• Opportunities for career advancement, leadership, and mentoring support.

• A remote-first flexible workplace environment.

• Home-Flex roles that allow working primarily from home with the option to work from various locations, including CSAA offices.

• Reasonable accommodations for qualified applicants and employees with disabilities or other limitations.