Director, Service Technology & Automation

Acrisure•Grand Rapids, MI

1d•Onsite

About The Position

About Acrisure: 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 eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win. Job Summary: The Director, Service Technology and Automation is responsible for leading the strategic direction, implementation, and continuous improvement of the service technologies used at Acrisure. This role oversees service platform’s architecture, development, and design teams, ensuring alignment with enterprise goals and delivering scalable, secure, and high-performing solutions across the enterprise.

Requirements

Strong understanding of ITSM and ITIL frameworks.
Proven ability to lead and motivate teams, manage projects, and drive results.
Able to work independently and enjoy a high degree of interaction with team members
Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives
Self-motivated and driven
Effective written and verbal communication, including the ability to actively listen with all levels of the organization
Outstanding problem solving and customer service skills
Excellent time management and prioritization skills
Attention to detail and commitment to a high level of accuracy
Ability to multitask, prioritize, work independently, and use discretion surrounding sensitive and confidential data and information
Ability to maintain a professional demeanor and positive attitude
Bachelor’s degree or equivalent work experience in a relevant field.
Certified ServiceNow System Administrator with deep platform expertise.
Minimum 8 years of experience in Agile leadership, preferably in a shared services environment.
Minimum 8 years of experience managing the ServiceNow platform.
Experience with Microsoft Office Suite including Word, Excel, Power Point, Outlook, SharePoint.

Responsibilities

Define the ServiceNow roadmap, aligning it with business goals and developing strategies for platform adoption and expansion.
Contribute to the development and execution of enterprise-wide digital service strategies while ensuring alignment to top-level business goals.
Oversee ServiceNow platform architecture, development, maintenance, testing, implementation, and production globally.
Drive proactive upgrades, maintenance, and enhancements to ensure platform availability and performance.
Ensure all solutions are fit for purpose, align with best practices, prioritize out-of-the-box functionality, and are built for enterprise scale.
Communicate regularly with senior leadership and stakeholders regarding platform enhancements, upgrades, and capabilities.
Influence key stakeholders on platform changes and enhancements, promoting adoption of standard functionality.
Consult across the enterprise on complex business needs, balancing cost, efficiency, and platform performance.
Identify opportunities to leverage new features and functionalities to enhance user experience.
Drive the integration of AI capabilities into the platform to improve efficiency and user experience.
Manage and mentor teams of ServiceNow professionals, including administrators, developers, architects and analysts.
Provide technical leadership to a team of developers and architects to meet project milestones and leverage all available platform capabilities.
Collaborate with business leaders, IT teams, and end-users to understand needs and ensure the platform addresses them.
Partner with service owners and digital teams to identify opportunities and implement solutions that drive enterprise synergies and simplification.
Establish and enforce platform governance policies and procedures to ensure compliance with regulations and standards.
Drive the building, documentation, training, and ongoing refinement of technical standards and application monitoring.
Manage the budget of related service technologies, ensuring efficient resource allocation and cost optimization.
Define and track key performance indicators (KPIs) to measure platform success and identify areas for improvement.