Specialist, IT Service Management Objective

To provide strategic leadership and direction for the establishment, integration, and advancement of IT service management and innovation practices across the Michigan Farm Bureau Family of Companies (MFBFoC). To ensure that information technology services and operations align with enterprise goals, support business transformation, and promote a culture of operational excellence and continuous improvement. To oversee the design, governance, and optimization of service management frameworks, ensuring the consistent delivery of reliable, secure, and efficient IT services. To lead innovation initiatives that evaluate and implement emerging technologies, such as automation and artificial intelligence, that enhance business capability, service quality, and user experience.

Specialist, IT Service Management Responsibilities

Design, implement, and sustain culturally aligned and process-driven service management frameworks that ensure consistent, high-quality service delivery. Develop and maintain service management standards, policies, and performance metrics to promote accountability, informed decision-making, and visibility into service health.

In conjunction with the Enterprise Architecture Team, lead the identification, evaluation, and piloting of emerging technologies, including automation, artificial intelligence, and advanced service platforms. Build strong partnerships with internal teams and external vendors to manage proofs of concept, evaluate business value, and ensure the sustainable adoption of new technologies.

Specialist, IT Service Management Qualifications

Required

Bachelor's degree in Business, Information Technology, Engineering, or related field required or equivalent experience may be considered.

10+ years of progressive experience in service management, operations, and\or technology leadership roles.

5+ years driving organizational transformation.

Professional certifications such as ITIL Expert/Managing Professional, PMP, Lean Six Sigma Black Belt, or equivalent.

Proven track record of successfully leading large-scale service transformation or innovation programs.

Deep expertise in service management frameworks (ITIL, COBIT, or similar) and improvement methodologies (Lean, Six Sigma, Agile).

Strong understanding of emerging technologies including cloud platforms, automation, AI/ML, and their applications in service delivery.

Ability to navigate ambiguity, set strategic direction, and execute with discipline.

Excellent stakeholder management skills with experience influencing senior executives and cross-functional teams.

Valid driver license with an acceptable driving record required.

Preferred

General knowledge of insurance company operations is preferred. 

Designations in insurance and information technology or related coursework preferred.

Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19