Operational Technology Service Delivery Lead id-11652
Full Job Description
**96231BR**
**Job Title:**
Operational Technology Service Delivery Lead
**Department/Function:**
Engineering
**Job Description:**
**Operational Technology (OT) Service Delivery Lead**
This is a full-time, exempt-level position.
_*** Ideal work locations for this position include: Decatur, IL; Clinton, IA; Erlanger, KY, or other major ADM sites_
Archer Daniels Midland (ADM) has an opportunity for a results-oriented OT Service Delivery Lead within Tower specific technology areas.
**Purpose and Scope:**
The OT Service Delivery Lead role oversees program, delivery and execution of services and business prioritized key OT 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.
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This position is 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 OT executive leadership.
As a lead decision maker, the OT Service Delivery Lead 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 OT Service Delivery Lead 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 OT Operating Model
+ Manage risks and opportunities for both ADM and provider. Monitor and ensure the implementation of improvement plans
+ Manage to terms of SOW (Statement of Work); holding partner and the company accountable for milestones including technical delivery; oversee Provider operational plans meet the OT Leadership Team direction and confirm obligations are being delivered, as required
+ Partner closely with OT 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)
**Required Qualifications:**
+ Minimum 3 years of experience in service management or service delivery within OT, with a solid technical foundation. Preference will be given to candidates with experience in ServiceNow.
+ Bachelor's Degree, or an equivalent combination of education, training, and experience with ServiceNow.
+ Strong leadership and collaboration skills with the ability to manage complex priorities
+ Excellent customer service skills
+ Experience with outsourcing management and vendor management efforts, including management of contracted service personnel
+ Demonstrated ability to work with others, to lead and affect process and organizational change and improvements
+ Demonstrated problem resolution skills
+ Excellent written and oral communications skills, with ease and comfort working with executive leadership
**Preferred Qualifications:**
+ Ability to drive team efficiencies & effective partnerships
+ Strong negotiation experience with third parties
+ Understanding of ITIL practices
+ Firm, but fair mindset
+ Experience leading cross-functional teams
If requirements are met, relocation is available for this role.
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.
"AJCIND"
REF:96231BR
**Req/Job ID:**
96231BR
**City:**
Clinton
**State:**
IA - Iowa
**Ref ID:**
#LI-KR1
**:**
**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 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. ( 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.
