ADM
Senior Manager ITSM - Applications - Erlanger, KY
ADM, Erlanger, Kentucky, United States, 41018
Overview
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 collaborates with Procurement, Global Technology Service Delivery and Global Technology Finance to maintain knowledge of all contract aspects, modify contracts as required, educate stakeholders on ADM’s and the Service Provider’s obligations, report on contract obligations, support issue resolution, and assist in interpreting the contract for their service tower. Responsibilities
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 requests for items not meeting completion dates. Reporting: Research, analyze, and improve reporting procedures; contribute to continuous improvement of reporting infrastructure; understand system and database changes and their impact on data, reports, and reporting systems; analyze reports for accuracy and propose improvements. Governance Committees: Weekly and Monthly Management Reviews. Key Requirements
Bachelor’s degree in business administration, information technology or 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. Ability to lead and influence process and organizational change and improvements. Excellent written and oral communications skills with leadership at internal and external levels. 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. Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be the right candidate for this role or another opening. ADM requires the successful completion of a background check. REF:102062BR Base pay offered may vary depending on market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (and discretionary compensation programs) at any time, including for reasons related to performance or market factors. The pay range for this position is expected to be between: $110,300.00 - $204,000.00 Salaried Incentive Plan The total compensation package includes an annual bonus. Benefits and Perks
Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, ADM offers a comprehensive total rewards package, including: Physical wellness
– medical/Rx, dental, vision, and on-site wellness center access or gym reimbursement where applicable. Financial wellness
– flexible spending accounts, health savings account, 401(k) with matching, cash balance plan, discounted employee stock purchase program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection. Mental and social wellness
– Employee Assistance Program (EAP), Employee Resource Groups (ERGs), and Colleague Giving Programs (ADM Cares). Additional benefits include: Paid time off including paid holidays. Adoption assistance and paid maternity and parental leave. Tuition assistance. Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs. *Benefits may vary for bargained locations. Confirm eligibility with your recruiter. #IncludingYou Diversity, equity, inclusion and belonging are core to ADM’s efforts to innovate and perform. We welcome all qualified applicants and are committed to ensuring equal opportunity for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law. About ADM ADM unlocks the power of nature to provide access to nutrition worldwide. We are a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Learn more at www.adm.com. Req/Job ID 102062BR LI-Onsite Ref ID #LI-SU1
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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 collaborates with Procurement, Global Technology Service Delivery and Global Technology Finance to maintain knowledge of all contract aspects, modify contracts as required, educate stakeholders on ADM’s and the Service Provider’s obligations, report on contract obligations, support issue resolution, and assist in interpreting the contract for their service tower. Responsibilities
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 requests for items not meeting completion dates. Reporting: Research, analyze, and improve reporting procedures; contribute to continuous improvement of reporting infrastructure; understand system and database changes and their impact on data, reports, and reporting systems; analyze reports for accuracy and propose improvements. Governance Committees: Weekly and Monthly Management Reviews. Key Requirements
Bachelor’s degree in business administration, information technology or 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. Ability to lead and influence process and organizational change and improvements. Excellent written and oral communications skills with leadership at internal and external levels. 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. Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be the right candidate for this role or another opening. ADM requires the successful completion of a background check. REF:102062BR Base pay offered may vary depending on market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (and discretionary compensation programs) at any time, including for reasons related to performance or market factors. The pay range for this position is expected to be between: $110,300.00 - $204,000.00 Salaried Incentive Plan The total compensation package includes an annual bonus. Benefits and Perks
Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, ADM offers a comprehensive total rewards package, including: Physical wellness
– medical/Rx, dental, vision, and on-site wellness center access or gym reimbursement where applicable. Financial wellness
– flexible spending accounts, health savings account, 401(k) with matching, cash balance plan, discounted employee stock purchase program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection. Mental and social wellness
– Employee Assistance Program (EAP), Employee Resource Groups (ERGs), and Colleague Giving Programs (ADM Cares). Additional benefits include: Paid time off including paid holidays. Adoption assistance and paid maternity and parental leave. Tuition assistance. Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs. *Benefits may vary for bargained locations. Confirm eligibility with your recruiter. #IncludingYou Diversity, equity, inclusion and belonging are core to ADM’s efforts to innovate and perform. We welcome all qualified applicants and are committed to ensuring equal opportunity for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law. About ADM ADM unlocks the power of nature to provide access to nutrition worldwide. We are a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Learn more at www.adm.com. Req/Job ID 102062BR LI-Onsite Ref ID #LI-SU1
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