Service Delivery Lead

4 weeks ago

Erlanger, Kentucky, United States Inova Health System Full time
Job Description

Archer Daniels Midland (ADM) has an opportunity for a results-oriented IT Service Delivery Leader within Tower specific technology areas.

Purpose and Scope:

The GT Service Delivery Leader role oversees program, delivery and execution of services and business prioritized key IT functions.

This role will oversee the delivery of applications services supporting business functions related to Environmental, Health and Safety, Legal, Regulatory and Record to Report processes.

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 IT executive leadership.

As a lead decision maker, the Service Delivery Leader oversees a number of key functions that enable the delivery of high-quality service to the business and ensures service delivery partners meet requirements.

This position is a vendor and stakeholder facing role to ensure expectations are established and effectively managed.

The Service Delivery Leader collaborates with ADM's internal Vendor Management organization, Service Owners as well as Service Providers responsible for system support and discretionary activities.

Key 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 GT Operating Model.
  • Manage risks and opportunities for both ADM and provider.
  • Monitor and ensure the implementation of improvement plans.
  • Manage to terms of SOW; holding partner and the company accountable for milestones including technical delivery.
  • Oversee Provider operational plans meet the IT Leadership Team direction and confirm obligations are being delivered, as required.
  • Partner closely with IT 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.

Requirements:

  • Prior experience with SAP Global Trade Services and Product, Safety and Stewardship, Gemini, SpheraCloud and/or prior experience with SAP FI/CO, Excise Tax, Vertex, Blackline is preferred.
  • Experience with business processes related to Compliance, Legal, and Regulatory, and/or with business processes related to Record to Report (Finance & Controlling, Taxes, Financial Close Management, Intercompany, Reconciliation, etc...) is preferred.
  • Minimum of three years of management experience in IT with a moderate technical foundation.
  • Strong leadership and collaboration skills with the ability to manage complex priorities.
  • Experience with outsourcing management and vendor management efforts.
  • Demonstrated ability to work with others, to lead and affect process and organizational change and improvements.
  • Strong negotiation experience with third parties.
  • Demonstrated problem resolution skills.
  • Excellent written and oral communications skills, with ease and comfort working with executive leadership.
  • Ability to drive team efficiencies & effective partnerships.
  • Understanding of ITIL practices.
  • Firm, but fair mindset.
  • Experience leading cross-functional teams.

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