Senior Manager, IT Service Management

AAA

. Lead the strategy, governance, execution, and continual improvement of enterprise IT service management practices .

Posted 10/7/2026full-timeRemote • United StatesSenior💰 $168,300 - $224,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive expertise in IT Service Management (ITSM) strategy, governance, and execution, with a strong focus on ITIL practices, service delivery, and continual improvement. Proven ability to lead and develop teams while building partnerships across various organizational functions.

Highest-signal resume keywords

IT Service Management (ITSM)ITIL PracticesChange ManagementTeam LeadershipGovernance and Strategy

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementProblem ManagementChange Advisory Board PracticesService Configuration ManagementIT Asset ManagementCMDBCSDMKPI EstablishmentRoot Cause AnalysisAIOps Enablement

Soft Skills

Influence in Matrixed OrganizationsCoaching and DevelopmentPartnership Building

Tools & Technologies

ServiceNowDashboardsExecutive Reporting

Certifications & Qualifications

Bachelor's DegreeMBA or Advanced Degree

Industry Keywords

Enterprise EnvironmentsFinancial ServicesOperational RiskComplianceAudit

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead the strategy, governance, execution, and continual improvement of enterprise IT service management practices
Establish ITSM standards aligned with business priorities, customer experience, operational risk, and organizational objectives
Govern Incident, Major Incident, Problem, Change, Configuration, IT Asset, Knowledge, Service Level, Catalog, and Request Management
Define ITSM policies, standards, controls, roles, decision rights, accountability models, governance forums, and operating rhythms
Lead proactive and reactive Problem Management, including root cause analysis and corrective actions
Govern risk-based Change Management and evolve Change Advisory Board practices
Oversee Service Configuration Management, IT Asset Management, CMDB, CSDM, and service mapping
Lead strategy and governance for request fulfillment, service catalog, and Knowledge Management
Establish service levels, KPIs, dashboards, executive reporting, and continual improvement practices
Govern AI-assisted and automated ITSM activities, including AIOps enablement
Lead, coach, develop, and retain an ITSM team and process leaders
Build partnerships across executive, business, technology, operations, risk, compliance, audit, and security functions
Coordinate with ServiceNow Engineering, vendors, consultants, and cross-functional partners
Provide the Director with performance insights, risks, demand and capacity needs, and remediation status

Requirements

What you’ll need

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
Deep knowledge of ITIL practices and enterprise service management
Proven success leading through influence in matrixed organizations
Bachelor's degree or equivalent experience
Must be authorized to work indefinitely in the US
Must not require immigration support now or in the future
Travels as needed for the role
MBA or other advanced degree
Financial services or relevant industry experience

Benefits

Comp & perks

Annual bonus eligibility through the Annual Incentive Plan (AIP), up to 20% of eligible pay
401(k) with a company match
Career growth, leadership and mentoring support
Remote-first Flexible Workplace
Home-Flex roles, working primarily from home with flexibility to work from various locations including CSAA offices
Reasonable accommodations for qualified applicants and employees with disabilities or other limitations