Acrisure · 14 hours ago
Director, Enterprise Service Management
Grand Rapids Metro
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expAcrisure is a global fintech leader empowering businesses with innovative solutions. They are seeking a Director of Enterprise Service Management to drive the design and implementation of service management practices, ensuring operational excellence and customer-centricity across the organization.
Financial ServicesInsuranceInsurTech
Responsibilities
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
Qualification
Required
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 its 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
Benefits
Comprehensive medical insurance
Dental insurance
Vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
A 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
Paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Company
Acrisure
Acrisure offers financial services solutions for insurance, reinsurance, real estate, cyber services, and asset and wealth management.
10001+ employees
H1B Sponsorship
Acrisure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$11.37BKey Investors
Bain Capital Special SituationsAbu Dhabi Investment AuthorityBDT & MSD Partners
2025-06-06Debt Financing· $550M
2025-05-20Private Equity· $2.1B
2024-06-05Debt Financing· $1.6B
Leadership Team
Greg Williams
Co-Founder, Chairman & CEO
Mark Wassersug
Chief Technology Officer
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2026-01-14
2025-12-08
Company data provided by crunchbase