Archer Daniels Midland (ADM) has an opportunity for a results oriented Service Owner role within Global Technology's Operations Excellence and Provider Performance function
Purpose and Scope:
The Service Owner works across internal and Service Provider leadership teams to assure the managed services contracts are being properly executed against outlined terms and conditions. The Service Owner is accountable for managing and/or supporting one or more service towers of IT managed services contractual agreements with the Service Providers. ADM's managed service towers include application services, infrastructure services, service desk/customer satisfaction services, and security services.
The Service Owner works in close collaboration with Procurement, Global Technology Service Delivery and Global Technology Finance to maintain a thorough knowledge of all aspects of the contracts, modify contracts as required, educate internal stakeholders on ADM's and the Service Provider's obligations within the overall agreement, report on the status of these obligations, support issue resolution related to the contract, and assist in interpreting the contract for their respective service tower.
Job Responsibilities:
Focus on operational excellence, continuous improvement, and alignment between service provider and service towers
Service ownership and performance validation and tracking of SLAs/KPIs, monthly at-risk amounts, and service level credits
Validate and resolve issues for invoice volumes (RUs)
Prepare supporting documents for chargeback / showback
Customer Satisfaction / Voice of the customer survey coordination and service provider improvement plans
Demand management review and engagement
Service provider resource consumption verification
Contract Changes and Amendments / Interpretation
Understand, communicate, and train contractual changes affecting Deliverables and Obligations (D&O) and SLAs/KPIs
Contract Compliance and Deliverables (D&O)
Review with Stakeholders, resolve issues, obtain signoff for completed items or issue contract change request for items not meeting completion date
Reporting
Research, review, and analyze the effectiveness and efficiency of existing report procedures and develops strategies for enhancing, or further leveraging these processes.
Contribute to the continuous improvement of the overall reporting infrastructure as needed
Understand and comprehend new system and database changes as they affect data, reports, and reporting systems
Analyze reports to ensure format is accurate, results appear to be valid based on comparison with past reports and results, identify system and/or documentation errors resulting in inaccurate data, report findings and recommend improvements.
Governance Committees
Weekly and Monthly Management Reviews
Key Requirements:
Bachelor's degree in business administration, information technology or other related fields preferred
8 years general business and/or IT experience preferred
General understanding of the IT technical environment
Strong collaboration and problem resolution skills
Experience with outsourcing, performance measuring & monitoring
Demonstrated ability to work with others, to lead and influence process and organizational change and improvements
Excellent written and oral communications skills, with ease and comfort working with internal and external leadership
Solid experience with development and/or analyzing financial, performance, and other analytical data and reports
Proven analytical, evaluative, and problem-solving abilities
Ability to validate mathematical algorithms, data consolidation, and data hierarchy and normalization methods
Understanding of ITIL practices
Experience participating with 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:102062BR
#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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