• 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 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).
• 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.

• Minimum of three years of management experience in IT with a moderate technical foundation
• Strong leadership and collaboration skills with the ability to manage complex priorities
• Experience with outsourcing management and vendor management efforts
• Demonstrated ability to work with others, to lead and affect process and organizational change and improvements
• Strong negotiation experience with third parties
• Demonstrated problem resolution skills
• Excellent written and oral communications skills, with ease and comfort working with executive leadership
• Ability to drive team efficiencies & effective partnerships
• Understanding of ITIL practices
• Firm, but fair mindset
• Experience leading cross-functional teams

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