Operational Technology Service Delivery Lead

1 month ago

Clinton, Iowa, United States Archer Daniels Midland Company Full time
About the Role

We are seeking a highly skilled and experienced Operational Technology Service Delivery Lead to join our team at Archer Daniels Midland Company. As a key member of our Operational Technology 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, overseeing Provider operational plans meet the OT Leadership Team direction and confirming 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.
  • In conjunction with the Service Owners, 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).
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.

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