Job Title: Director Service Management & Performance - Erlanger, KY
Job Type:
Full Time
Salary:
Job Categories:
Executive Management Customer Service and Call Center Natural Resources
Benefits:
Location:
Erlanger, KY
Relocation:
Job Description:
Director Service Management & Performance - Erlanger, KY
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 Responsibilities
Oversee 42,000+ global users by monitoring Service Desk performance, service level agreements (SLAs), escalation/exception management, and processes to resolve service/incident requests
Manages a $10 M+ budget, including developing financial plans, monitoring spending targets, and delivering year-over-year cost efficiency improvements
Modernize IT Service Management (ITSM) through unified processes for incident, request, change, and problem management, improving SLAs and user satisfaction
Oversee the design and execution of organizational changes, implementing tools, methodologies, and industry benchmarks to improve performance and efficiency
Establish and lead the Command Center function to drive rapid incident resolution, improve service performance, and align with organizational goals
Identify opportunities for automation, consolidation, and process improvements to achieve cost savings and enhance service quality
Manage Performance Analyst, directing analytical priorities, reviewing key performance metrics, and leveraging insights to optimize team effectiveness and strategic planning
Manage a Cost Performance Analyst to analyze expenditure data, forecast budget performance, and support strategic cost optimization initiatives across the organization
Lead 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 Reduction
Manage the Tools and Automation team, developing tooling solutions and platform development roadmaps aligned with organizational strategies
Establish key performance indicators (KPIs) and dashboards that measure and continuously improve service delivery and financial performance
Collaborate with senior leadership and communicate with stakeholders to integrate IT I&O goals with overall organizational strategies and priorities
Partner 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 improvement
Provide mentorship and guidance to managers and supervisors, fostering a culture of accountability, collaboration, and continuous improvement within the I&O organization
Job Requirements
Bachelor’s degree in Business, Technology, or a related field; advanced degree preferred
15+ years of experience in IT operations management, with at least 5 years in a leadership role
Proven track record of leading large-scale IT operations and performance improvements
Strong analytical and problem-solving skills to make data-driven decisions
Excellent communication and leadership skills to influence and inspire teams
Experience with budget management, resource allocation, and vendor negotiations
Knowledge of IT infrastructure, disaster recovery, and capacity planning strategies
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:105715BR
Company Description:
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.
