Sr Manager ITSM - Service Desk - ADM
Erlanger, KY
About the Job
87192BR
Job Title:
Sr Manager ITSM - Service Desk
Department/Function:
Information Technology
Job Description:
Senior Manager ITSM – Service Desk/Customer Satisfaction
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
Key Requirements:
+ Bachelor’s degree in business administration, information technology or other related fields preferred
+ Five to seven 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
Hiring Manager: Jennes Zhang
Location: Any ADM IT location
Req/Job ID:
87192BR
City:
Erlanger
State:
KY - Kentucky
Ref ID:
#LI-AK1
:
About ADM
At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.
:
#LI-Onsite
t:
#IncludingYou
Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.
We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.
We welcome everyone to apply, especially those individuals who are underrepresented in our industry, as we strive to ensure our workforce represents the world that we help to feed: people of color, women, gender non-conforming, LGBTQIA+, veterans and persons with disabilities. For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Diversity, Equity and Inclusion | ADM. (https://www.adm.com/en-us/culture-and-careers/diversity-equity-inclusion/)
:
Benefits and Perks
Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:
+ Physical wellness – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).
+ Financial wellness – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing 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 benefit eligibility with your recruiter.
Job Title:
Sr Manager ITSM - Service Desk
Department/Function:
Information Technology
Job Description:
Senior Manager ITSM – Service Desk/Customer Satisfaction
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
Key Requirements:
+ Bachelor’s degree in business administration, information technology or other related fields preferred
+ Five to seven 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
Hiring Manager: Jennes Zhang
Location: Any ADM IT location
Req/Job ID:
87192BR
City:
Erlanger
State:
KY - Kentucky
Ref ID:
#LI-AK1
:
About ADM
At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.
:
#LI-Onsite
t:
#IncludingYou
Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.
We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.
We welcome everyone to apply, especially those individuals who are underrepresented in our industry, as we strive to ensure our workforce represents the world that we help to feed: people of color, women, gender non-conforming, LGBTQIA+, veterans and persons with disabilities. For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Diversity, Equity and Inclusion | ADM. (https://www.adm.com/en-us/culture-and-careers/diversity-equity-inclusion/)
:
Benefits and Perks
Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:
+ Physical wellness – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).
+ Financial wellness – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing 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 benefit eligibility with your recruiter.
Source : ADM