The Performance Manager is responsible for the performance of the services by Service Provider/s. A functional subject matter expert, as well as an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA's), and proactively manage goal delivery in alignment with the performance expectations of the organization. The Performance Manager utilizes operational performance data to characterize opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimization and efficiency. The Performance Manager has responsibility for day to day analysis and reporting of all service metrics.
This role will interact closely with the ITSM Governance peers (Contract, Financial, Service Owners) and Service Delivery Managers.
Primary Responsibilities
Establish metric/performance reporting approach; track Service Provider performance and ensure business viability of service levels. Add, change or delete existing service levels to maintain alignment with the stakeholder and business needs. Work with Procurement and the Contract Manager to define and implement service level reporting for new Contracts or Statements of Work
Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Levels
Act as point of escalation for any service level related issues that arise at the service delivery level
Interface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backs
Participate in annual continuous improvement process and assist in benchmarking service levels
Provide early warning regarding degrading or missed service levels
Conducts ongoing vendor performance monitoring and management. Carries out period-on-period analysis of service delivery on all three dimensions: cost, quality and time in order to assist with future sourcing strategies, capability estimation and financial planning and management
Prepares presentations for the monthly management committee and other executive leadership groups
Works with transition team post implementation to identify process improvement opportunities and track results
Maintains database of outsourcing initiatives, including project financials, performance metrics
Interface with periodic customer satisfaction survey process, including follow up and remedial action plans
Interface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backs
Assist the Service Delivery Managers by working with Service Provider regarding service delivery changes, problems and recovery efforts
Develops and distributes written communications as needed to the Service Provider
Reviews and monitors quality of Service Provider problems, change management processes, and escalation procedures
Is the Client expert for problem and incident management reporting, trend analysis and statistics
Is the Client expert for release and change manage approvals, reporting, statistics and issue management
Is the key services escalation point for both the Client and the Service Provider
Key performance metrics for this role:
Timeliness and accuracy of reporting on KPIs, trend analysis, etc. for governance meetings and functional area/enterprise analysis
Positive stakeholder feedback
Required Skills
Bachelor's degree required (preference for quantitative majors: Economics, Business Statistics, Engineering, and QA/QC) with 6 years of relevant experience. MS/MBA candidates with 3 years relevant experience, or equivalent experience preferred.
Expert knowledge of pertinent statistical analysis and measurement techniques (including possibly ITIL, CMMi, or others relevant for the services), including the statistical process control approach used in Six Sigma.
Track record of preparing and presenting key messages to senior leaders
Detailed knowledge of performance measures and the impact on organizational performance
Detailed understanding and business knowledge of all in scope towers preferred
Problem determination and root cause analysis
Project Management and Negotiation skills
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:101490BR
#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
To apply please click on APPLY TO THIS POSITION
Job Post Date: 10/11/25
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