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Job Details

Service Delivery Manager- Compliance

Company name
Archer-Daniels-Midland Company

Erlanger, KY, United States

Employment Type

It, Compliance, Manager

Posted on
Apr 27, 2021

Valid Through
Aug 10, 2021

Apply for this job


Job Title:

Service Delivery Manager- Compliance


Information Technology

Job Description:

IT – Service Delivery Manager - Compliance

Exempt position

Archer Daniels Midland (ADM) has an opportunity for a results oriented IT Service Delivery Manager within Tower specific technology areas.

Purpose and Scope:

The IT Service Delivery Manager role oversees program, delivery and execution of Services and business prioritized key IT functions. This role will oversee the delivery of applications services supporting business functions related to environmental health and safety, legal, and other compliance related processes. 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 IT executive leadership. As a lead decision maker, the tower specific Service Delivery Manager 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 Delivery Manager collaborates with ADM’s internal Vendor Management organization as well as Service Providers responsible for system support and discretionary activities.

Job Responsibilities:

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

Manage risks and opportunities for both ADM and provider specific improvement. Monitor and ensure the implementation of improvement plans

Partner closely with IT executive management to align resource capacity and demand requirements.

Participate in customer satisfaction reviews and Provider scorecards

Participate in Innovation Governance to review ideas and transformational objectives

Monitor service performance and regularly review: Critical Deliverables, Critical Service Levels, Key Measures, Key Performance Indicators, performance trends, and issues.

Manage compliance, performance credits, and earn-backs

Recommend adjustments to the SLA pool allocations based on business requirements

Recommend promotion and/or demotion of Critical Service Levels and Key Measures

Manage critical escalations by supporting investigations and ensuring service provider accountability for incident resolution

Review and recommend adjustments as appropriate: Service Levels, Continual Service Improvement, Quality Assurance Measures, and Benchmarking

Consider and approve changes to the agreement and to the Services in accordance with the Contract Change procedures and the Change Management process

Collaborate with the Governance organization to review and approve invoices

Manage budget and forecast of discretionary spend and allocated spend pools, if applicable

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)

Key Requirements:

Bachelor’s degree in Business, IT, Computer Science/Engineering or a directly related field

Minimum of seven years of progressively responsible management experience in IT with a strong 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 and 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

Prior experience with SAP, Gemini, and Sphera Cloud preferred, but not required.

Relocation Assistance may be available for this position.

This position offers a complete benefits package, including 401K/ESOP, pension, health, life and dental insurance.

ADM requires the successful completion of applicable pre-employment drug screen, medical questionnaire and a background check.




KY - Kentucky

Ref ID:



ADM is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and veterans status.

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

Company info

Archer-Daniels-Midland Company
Website :

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