Acrisure Trade Credit · 2 days 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. The Director of Enterprise Service Management (ESM) will lead the design and implementation of service management practices to enhance operational excellence and customer satisfaction.
CreditFinancial ServicesInsurance
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)
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 Trade Credit
WHAT WE DO: Help businesses & lenders grow sales, offer more competitive terms, and increase profitability.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Gene Ferraiolo
Partner
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