Senior Manager ITSM - Applications - Erlanger, KY

Job Description

Senior Manager ITSM - Applications - Erlanger, KY

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

• 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

Before applying for an exempt, non-exempt or hourly job opportunity, you are expected to initiate a discussion and share your intentions with your supervisor.  * If you’ve been in your current position for more than 18 months, supervisor approval is not required.  * If you’ve been in your current position for less than 18 months, verbal supervisor approval is required.  
​Hiring Manager-  Kathy Burkett  ​
Recruiter-  Sapna Upadhyay

City

Erlanger

State

KY - Kentucky

Location Country

United States

About ADM

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a