**104260BR** **Job Title:** Service Delivery Leader - Erlanger, KY **Department/Function:** Information Technology **Job Description:** **Service Delivery Leader - Erlanger, KY** Archer Daniels Midland (ADM) has an opportunity for a results-oriented IT Service Delivery Leader within Tower specific technology areas. **Purpose and Scope:** The GT Service Delivery Leader role oversees program, delivery and execution of services and business prioritized key IT functions. This role will oversee the delivery of applications services supporting business functions related to Hire to Retire processes. 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 IT executive leadership. As a lead decision maker, the Service Delivery Leader 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 Service Delivery Leader 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 GT Operating Model. + Manage risks and opportunities for both ADM and provider. Monitor and ensure the implementation of improvement plans. + Manage to terms of SOW; holding partner and the company accountable for milestones including technical delivery. Oversee Provider operational plans meet the IT Leadership Team direction and confirm obligations are being delivered, as required. + Partner closely with IT 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). + Work closely with the MADJV team with the aim of early identification of new applications that need to be supported by the team and ensure knowledge transition. Provide any required support to enable existing applications in new acquisitions. + Ensure that all the identified vulnerabilities are remediated as a priority, and if it is not possible, create a remediation plan with specific actions and dates. + Guarantee that all applications have an established Disaster Recovery Plan and backups. **Key Requirements:** + Minimum of three years of management experience in IT with a moderate technical foundation + Strong leadership and collaboration skills with the ability to manage complex priorities + Experience with outsourcing management and vendor management efforts + Demonstrated ability to work with others, to lead and affect process and organizational change and improvements + Strong negotiation experience with third parties + 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 + Understanding of ITIL practices + Firm, but fair mindset + Experience leading 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 just the right candidate for this role or another one of our openings. ADM requires the successful completion of a background check. REF:104260BR **Req/Job ID:** 104260BR **City:** Erlanger **State:** KY - Kentucky **Ref ID:** \#LI-SU1 **:** **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 welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration 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 **:** **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. **:** Base pay offered may vary depending on multiple individualized factors, including 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 (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The pay range for this position is expected to be between: **:** $105,300.00 - $189,100.00