Director, Enterprise Service Management
Acrisure
full-time
Posted on:
Location Type: Office
Location: Grand Rapids • Missouri • United States
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Job Level
Tech Stack
About the role
- 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
- 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
- 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
- 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
- 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
- Build and mentor a high-performing service management team, fostering collaboration, accountability, and continuous improvement
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
Benefits
- Comprehensive medical insurance, dental insurance, and vision insurance
- Life and disability insurance
- Fertility benefits
- Wellness resources
- Paid sick time
- Generous paid time off and holidays
- Employee Assistance Program (EAP)
- Complimentary Calm app subscription
- Immediate vesting in a 401(k) plan
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- Commuter benefits
- Employee discount programs
- Paid maternity leave and paid paternity leave (including for adoptive parents)
- Legal plan options
- Pet insurance coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT operationsservice managementinfrastructure leadershipincident managementchange managementprocess optimizationautomationself-service capabilitiesperformance metricsbudget optimization
Soft Skills
strategic leadershipcommunicationstakeholder engagementteam developmentcollaborationaccountabilitycontinuous improvementanalytical skillstrusted advisorfostering innovation