Operational Technology Service Delivery Lead

1 month ago

Clinton, Iowa, United States Archer Daniels Midland Company Full time
Job Description

Archer Daniels Midland Company (ADM) is seeking a results-oriented Operational Technology Service Delivery Lead to oversee the program, delivery, and execution of services and business prioritized key OT functions. This role will be responsible for providing guidance and structure, comprised of a combination of vendor and internal resources, in completing deliverables and ensuring appropriate communications to business and/or OT executive leadership.

Purpose and Scope:

The OT Service Delivery Lead role will oversee the delivery of applications services supporting business functions related to Environmental, Health and Safety, Legal, Regulatory, and Record to Report processes. This position is primarily responsible for providing guidance and structure, comprised of a combination of vendor and internal resources, in completing deliverables and ensuring appropriate communications to business and/or OT executive leadership.

Job Responsibilities:
  • Direct management of support team to deliver against Critical Deliverables, Critical Service Levels, Key Measures, Key Performance Indicators, performance trends, and issues in alignment with the OT Operating Model.
  • Manage risks and opportunities for both ADM and provider. Monitor and ensure the implementation of improvement plans.
  • Manage to terms of SOW (Statement of Work); holding partner and the company accountable for milestones including technical delivery; oversee Provider operational plans meet the OT Leadership Team direction and confirm obligations are being delivered, as required.
  • Partner closely with OT executive management to align resource capacity and demand requirements, ensuring that this is reflected in the annual budget, in order to avoid impacts on the expected service quality or the necessary maintenance of the applications.
  • Participate in customer satisfaction reviews and Provider scorecards.
  • Participate in Innovation Governance to review ideas and transformational objectives.
  • Work together with the Service Owner to monitor service performance and regularly review: Critical Deliverables, Critical Service Levels, Key Measures, Key Performance Indicators, performance trends, and issues.
  • Manage critical escalations by supporting investigations and ensuring service provider accountability for incident, change, and problem resolution.
  • Review and recommend adjustments as appropriate: Service Levels, Continual Service Improvement, Quality Assurance Measures, and Benchmarking.
  • Collaborate with the Governance organization to review and approve invoices.
  • Approve and authorize additional work requests.
  • Review performance reports distributed by the Governance team.
  • Assist with forecasting demand through collaboration with PMO Demand Management.
  • Participate in Governance and Provider Service Delivery meetings.
  • Assist with identifying and resolving 'value leakage' issues.
  • Ensure process consistency and compliance (ITIL standards).

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