Service Delivery Lead - CLR/R2R - 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 Environmental, Health and Safety, Legal, Regulatory and Record to Report 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 BenchmarkingCollaborate 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.In addition to the previously listed responsibilities, which apply to both E2Es, there are some specific responsibilities for R2R:Collaborate with IT leadership to build a viable plan to take over the support of the main financial applications that are currently supported by the business, estimating the effort for the transition, as well as the resources needed to provide the support service.During month-end closing days, prepare and send a daily report to the organization’s leadership, including all incidents impacting the financial close and their status. Ensure that all the involved teams work on these incidents with priority, and perform escalations if necessary.Key Requirements:Prior experience with SAP Global Trade Services and Product, Safety and Stewardship, Gemini, SpheraCloud and/or prior experience with SAP FI/CO, Excise Tax, Vertex, Blackline is preferred.Experience with business processes related to Compliance, Legal, and Regulatory, and/or with business processes related to Record to Report (Finance & Controlling, Taxes, Financial Close Management, Intercompany, Reconciliation, etc…) is preferred.Minimum of three years of management experience in IT with a moderate technical foundationStrong leadership and collaboration skills with the ability to manage complex prioritiesExperience with outsourcing management and vendor management effortsDemonstrated ability to work with others, to lead and affect process and organizational change and improvementsStrong negotiation experience with third partiesDemonstrated problem resolution skillsExcellent written and oral communications skills, with ease and comfort working with executive leadershipAbility to drive team efficiencies & effective partnershipsUnderstanding of ITIL practicesFirm, but fair mindsetExperience leading cross-functional teamsExcited about this role but don’t meet every requirement listed? Studies show that often applicants will self-select out if they don’t check every box. 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:89155BR