Director, Service Technology & Automation

## Director, Service Technology & Automation Apply locations:
100 Ottawa Ave Sw - GRAND RAPIDS, MItime type:
Full time posted on:
Posted Yesterday job requisition :
JR113578##
** 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.
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* Job Summary:

** The Director, Service Technology and Automation is responsible for leading the strategic direction, implementation, and continuous improvement of the service technologies used s 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.
** Responsibilities:
** Strategy and Planning:
* Define the Service Now 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.

Platform Management:
* Oversee Service Now 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.

Communication and Influence:
* 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.
* Innovation and Improvement:
* 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.

Team Leadership:
* Manage and mentor teams of Service Now 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.

Stakeholder Management:
* 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.

Governance and Compliance:
* 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.

Budget and Performance:
* 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.
* This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.
** 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…