Director, Enterprise Service Management

Acrisure • Grand Rapids, MI

4d • Onsite

About The Position

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. Job Summary: Acrisure is seeking a Director of Enterprise Service Management (ESM) to join our growing team. The Director of Enterprise Service Management (ESM) is a strategic leader responsible for driving the design, implementation, and continuous improvement of enterprise-wide service management practices. The Director will oversee governance, process optimization, and technology enablement for IT Service Management (ITSM) and Enterprise Service Management frameworks, fostering a culture of operational excellence and customer-centricity. Acting as a key liaison between technology teams and business stakeholders, this position will champion standardization, automation, and innovation to enhance service delivery and maximize value. Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership. At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Requirements

• Minimum of 10 years’ progressive experience in IT operations, service management, or infrastructure leadership roles.
• Demonstrated success in strategic leadership, aligning technology initiatives with business goals, and driving operational excellence.
• Proven experience overseeing and driving continual improvement of service management processes.
• Hands-on expertise with ITSM platforms (e.g., ServiceNow) and implementing service catalogs, automation, and self-service capabilities.
• Track record of leading cross-functional teams, managing large-scale support operations, and delivering measurable improvements in customer satisfaction and operational efficiency.
• Experience in major incident management, change management, and process optimization, with quantifiable results (e.g., reduction in incident duration, increased user base without additional staffing).
• Strong background in contract negotiation, vendor management, and budget optimization.
• Excellent communication, stakeholder engagement, and team development skills.
• Experience with business continuity, disaster recovery planning, and risk management.
• Ability to lead transformation initiatives, drive continuous improvement, and foster a collaborative, innovative culture.
• Strong analytical skills, with experience establishing and monitoring KPIs, SLAs, and performance metrics.
• Familiarity with scaling support operations and integrating disparate teams or systems.
• Experience with ServiceNow and it’s use across all shared services (IT, HR, Finance, Legal service domains)
• Bachelor’s degree in Business Management, Information Systems, Computer Science, or a related field.
• Advanced ITIL certifications (e.g., ITIL Expert, ITIL v4 Managing Professional, ITIL Continual Improvement, Service Design, Service Transition, Service Operation, Service Strategy).
• Six Sigma, LEAN or similar process improvement certification.

Responsibilities

• Strategic Leadership Develop and execute the enterprise service management strategy to align ITSM services with business objectives. Drive adoption of ESM best practices across HR/Finance/Legal service domains.
• Governance and Process Ownership Establish and maintain governance frameworks for Incident, Problem, Change, Request, and Knowledge Management. Own the Major Incident Management process, ensuring rapid triage, escalation, and resolution of critical service disruptions. Own the Change Management process, enforcing risk assessment, approval workflows, and compliance to minimize service impact.
• Roadmap and Technology Enablement Co-create roadmaps with operational service area leaders to prioritize initiatives, technology investments, and process improvements. Champion automation, self-service, and platform optimization to enhance service delivery and reduce cost-to-serve.
• Performance and Continuous Improvement Monitor service performance metrics (SLAs, KPIs, CSAT) and lead initiatives to improve customer experience and operational efficiency. Conduct post-incident reviews and implement preventive measures to reduce recurrence of major incidents.
• Stakeholder Engagement Act as a trusted advisor to business and technology leaders, ensuring services meet evolving organizational needs. Communicate service performance, risks, and improvement plans to executive leadership.
• Team Development Build and mentor a high-performing service management team, fostering collaboration, accountability, and continuous improvement.

Benefits

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees