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Sr Manager ITSM

3 months ago

Erlanger, Kentucky, United States Archer Daniels Midland Company (ADM) Full time
Senior Manager ITSM - Infrastructure

Archer Daniels Midland (ADM) has an opportunity for a results oriented Service Owner role within Global Technology's Operations Excellence and Provider Performance function

Purpose and Scope:

The Service Owner works across internal and Service Provider leadership teams to assure the managed services contracts are being properly executed against outlined terms and conditions. The Service Owner is accountable for managing and/or supporting one or more service towers of IT managed services contractual agreements with the Service Providers. ADM's managed service towers include application services, infrastructure services, service desk/customer satisfaction services, and security services.

The Service Owner works in close collaboration with Procurement, Global Technology Service Delivery and Global Technology Finance to maintain a thorough knowledge of all aspects of the contracts, modify contracts as required, educate internal stakeholders on ADM's and the Service Provider's obligations within the overall agreement, report on the status of these obligations, support issue resolution related to the contract, and assist in interpreting the contract for their respective service tower.

Job Responsibilities:
  • Focus on operational excellence, continuous improvement, and alignment between service provider and service towers
    • Service ownership and performance validation and tracking of SLAs/KPIs, monthly at-risk amounts, and service level credits
    • Validate and resolve issues for invoice volumes (RUs)
    • Prepare supporting documents for chargeback / showback
    • Customer Satisfaction / Voice of the customer survey coordination and service provider improvement plans
    • Demand management review and engagement
    • Service provider resource consumption verification
  • Contract Changes and Amendments / Interpretation
    • Understand, communicate, and train contractual changes affecting Deliverables and Obligations (D&O) and SLAs/KPIs
  • Contract Compliance and Deliverables (D&O)
    • Review with Stakeholders, resolve issues, obtain signoff for completed items or issue contract change request for items not meeting completion date
  • Reporting
    • Research, review, and analyze the effectiveness and efficiency of existing report procedures and develops strategies for enhancing, or further leveraging these processes.
    • Contribute to the continuous improvement of the overall reporting infrastructure as needed
    • Understand and comprehend new system and database changes as they affect data, reports, and reporting systems
    • Analyze reports to ensure format is accurate, results appear to be valid based on comparison with past reports and results, identify system and/or documentation errors resulting in inaccurate data, report findings and recommend improvements.
  • Governance Committees
    • Weekly and Monthly Management Reviews
Key Requirements:
  • Bachelor's degree in business administration, information technology or other related fields preferred
  • 8 years general business and/or IT experience preferred
  • General understanding of the IT technical environment
  • Strong collaboration and problem resolution skills
  • Experience with outsourcing, performance measuring & monitoring
  • Demonstrated ability to work with others, to lead and influence process and organizational change and improvements
  • Excellent written and oral communications skills, with ease and comfort working with internal and external leadership
  • Solid experience with development and/or analyzing financial, performance, and other analytical data and reports
  • Proven analytical, evaluative, and problem-solving abilities
  • Ability to validate mathematical algorithms, data consolidation, and data hierarchy and normalization methods
  • Understanding of ITIL practices
  • Experience participating with cross-functional teams
Hiring Manager: Jennes Zhang
Location: Any ADM IT location