Operational Technology Service Delivery Lead

2 weeks ago


Clinton, Iowa, United States ADM Full time
Job Description

Operational Technology Service Delivery Lead

About the Role

We are seeking a highly skilled Operational Technology Service Delivery Lead to join our team at Archer Daniels Midland (ADM). As a key member of our OT leadership team, you will be responsible for overseeing the delivery of applications services supporting business functions related to Environmental, Health and Safety, Legal, Regulatory, and Record to Report processes.

Key Responsibilities
  • Direct management of support teams 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, monitoring and ensuring the implementation of improvement plans.
  • Manage to terms of SOW (Statement of Work), holding partner and the company accountable for milestones including technical delivery.
  • Partner closely with OT executive management to align resource capacity and demand requirements, ensuring that this is reflected in the annual budget.
  • Participate in customer satisfaction reviews and Provider scorecards, working together with Service Owners to monitor service performance.
  • 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, and review performance reports.
  • Assist with forecasting demand through collaboration with PMO Demand Management, participate in Governance and Provider Service Delivery meetings, and assist with identifying and resolving 'value leakage' issues.
Requirements
  • Minimum of 3 years of service management or service delivery experience in OT with a moderate technical foundation.
  • Strong leadership and collaboration skills with the ability to manage complex priorities.
  • Excellent customer service skills, experience with outsourcing management and vendor management efforts, including management of contracted service personnel.
  • Demonstrated ability to work with others, to lead and affect process and organizational change and improvements.
  • Demonstrated problem resolution skills, excellent written and oral communications skills, with ease and comfort working with executive leadership.
Preferred Qualifications
  • Ability to drive team efficiencies & effective partnerships, strong negotiation experience with third parties.
  • Understanding of ITIL practices, firm, but fair mindset, experience leading cross-functional teams.

Relocation assistance may be available for this opportunity. ADM requires the successful completion of a background check.



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