Operational Technology Service Delivery Lead

Job Description

Operational Technology (OT) Service Delivery Lead
This is a full-time, exempt-level position.  

*** Ideal work locations for this position include: Decatur, IL; Clinton, IA; Erlanger, KY, or other major ADM sites

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

Purpose and Scope:
The OT Service Delivery Lead role oversees program, delivery and execution of services and business prioritized key OT 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. 

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.

As a lead decision maker, the OT Service Delivery Lead 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 OT Service Delivery Lead collaborates with ADM’s internal Vendor Management organization, Service Owners as well as Service Providers responsible for system support and discretionary activities.

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
• 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)

Required Qualifications:

• Minimum 3 years of experience in service management or service delivery within OT, with a solid technical foundation. Preference will be given to candidates with experience in ServiceNow.
• Bachelor’s Degree, or an equivalent combination of education, training, and experience with ServiceNow.
• 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

• Ability to drive team efficiencies & effective partnerships
• Strong negotiation experience with third parties
• Understanding of ITIL practices
• Firm, but fair mindset
• Experience leading cross-functi