Senior Manager, IT Service Management

Job not on LinkedIn

🔥 0 minutes ago

🏈 Alabama, Arizona, +40 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $168.3k - $224.3k / year

⏰ Full Time

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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AAA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1902

🚘 Automotive

🛡️ Insurance

📦 Logistics

Automotive • Insurance • Logistics

AAA is a federation of affiliated automobile clubs, offering various travel-related services and products primarily for its members. It provides emergency roadside assistance, travel planning tools, and member discounts both domestically and internationally. Each club operates independently within its own geographical area, serving its local members while adhering to AAA's overarching standards. AAA also sells travel products like maps and guides, offering resources to assist with international travel. The organization facilitates a network where membership benefits, such as global discounts and emergency services, are extended to international members traveling in the United States and vice versa.

📋 Description

• 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

• 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

• 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