"Alerted.org

101490BR

Job Title:

Performance Manager - Erlanger, KY

Department/Function:

Information Technology

Job Description:

Performance Manager - Erlanger, KY

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.

+ Strong analytical ability – Excel, PowerPoint required, PowerBI preferred

+ 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

Req/Job ID:

101490BR

City:

Erlanger

State:

KY - Kentucky

Ref ID:

\#LI-SU1

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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 www.adm.com.

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\#LI-Onsite

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\#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

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Benefits and Perks

Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:

+ **Physical wellness** – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).

+ **Financial wellness** – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection.

+ **Mental and social wellness** – Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares).

Additional benefits include:

+ Paid time off including paid holidays.

+ Adoption assistance and paid maternity and parental leave.

+ Tuition assistance.

+ Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs.

*Benefits may vary for bargained locations, confirm benefit eligibility with your recruiter.

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Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

The pay range for this position is expected to be between:

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$110,300.00 - $204,000.00

Salaried Incentive Plan:

The total compensation package for this position will also include annual bonus