Director Service Management & Performance - Decatur, IL

Job Summary
The Service Management & Performance Director leads a combined team of 24 ADM resources and approximately 84 contractors playing a pivotal role in transforming the IT Infrastructure & Operations (IT I&O) organization to achieve operational excellence, cost optimization, and improved service delivery performance. The Director will provide strategic direction, manage performance metrics, and drive operational excellence across the organization. This role directly manages the Tooling and Automation team responsible for the design, implementation, and maintenance of the tooling ecosystem that supports job scheduling, monitoring, and operational visibility. Additionally, this role includes direct accountability for managing the Reporting and Performance team, which comprises the Performance Analyst and Cost Performance Analyst, to deliver actionable insights and reporting aligned with organizational goals. The Director will be accountable for the team budget, leading both internal and external teams, and driving year-over-year financial efficiency through cost optimization and resource allocation. The Director is responsible for driving strategic foundational initiatives, improving IT operations for the business, and implementing long-term transformational programs.

Job ResponsibilitiesOversee 42,000+ global users by monitoring Service Desk performance, service level agreements (SLAs), escalation/exception management, and processes to resolve service/incident requestsManages a $10 M+ budget, including developing financial plans, monitoring spending targets, and delivering year-over-year cost efficiency improvementsModernize IT Service Management (ITSM) through unified processes for incident, request, change, and problem management, improving SLAs and user satisfactionOversee the design and execution of organizational changes, implementing tools, methodologies, and industry benchmarks to improve performance and efficiencyEstablish and lead the Command Center function to drive rapid incident resolution, improve service performance, and align with organizational goalsIdentify opportunities for automation, consolidation, and process improvements to achieve cost savings and enhance service qualityManage Performance Analyst, directing analytical priorities, reviewing key performance metrics, and leveraging insights to optimize team effectiveness and strategic planningManage a Cost Performance Analyst to analyze expenditure data, forecast budget performance, and support strategic cost optimization initiatives across the organizationLead the creation of and updates to key operational and financial reports, including: Monthly Flash Report, Month-End Financials, Metrics & KPIs, Project Portfolio, Incident Trend Report, and Cost ReductionManage the Tools and Automation team, developing tooling solutions and platform development roadmaps aligned with organizational strategiesEstablish key performance indicators (KPIs) and dashboards that measure and continuously improve service delivery and financial performanceCollaborate with senior leadership and communicate with stakeholders to integrate IT I&O goals with overall organizational strategies and prioritiesPartner with procurement to negotiate vendor contracts for cost-effective solutions.Lead the Executive Support Services (ESS) team to provide high-quality, responsive support for executive-level stakeholders and drive continuous improvementProvide mentorship and guidance to managers and supervisors, fostering a culture of accountability, collaboration, and continuous improvement within the I&O organizationJob RequirementsBachelor’s degree in Business, Technology, or a related field; advanced degree preferred15+ years of experience in IT operations management, with at least 5 years in a leadership roleProven track record of leading large-scale IT operations and performance improvementsStrong analytical and problem-solving skills to make data-driven decisionsExcellent communication and leadership skills to influence and inspire teamsExperience with budget management, resource allocation, and vendor negotiationsKnowledge of IT infrastructure, disaster recovery, and capacity planning strategiesExcited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check. 

REF:105715BR