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CEDM Service Delivery ManagerApply Now
CEDM Service Delivery Manager
Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 155,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.
Position Purpose & Summary This position is responsible for delivering and managing the end-to-end services for tools and technologies within Cross Enterprise Data Management portfolio (e.g. ECM Opentext, Informatica MDM, Data Management etc.), ensuring services are provided and continuously improving. This role is also responsible for designing, building, sustaining, pricing, and enhancing the service, including service delivery and cost recovery. This position will drive service consistency, and will collaborate with CEDM leads, service delivery advisors, BU leadership and BRMs to understand the business outcomes of the service, and with architects, technology brokers, and external service providers to understand the underlying technologies. This position will track service KPIs to drive ongoing improvements in service delivery performance. The position drives value through adherence to compliance policies, harmonizing and aligning service level requirements, and ensuring IT costs are optimized. The Service Delivery Manager is a skilled professional who combines technical, IT process and business knowledge with a strong customer focus to deliver effective internal business/IT account management and rigorous IT supplier (internal & external) service level management. This position will drive standardization of services, establishment of service level agreements with the business, reporting on quality of services and continuous improvement planning.
40% Relationship and service management * Build and maintain effective relationships with internal and external service providers including SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement process & operational leadership performance in alignment with expectations of the business. * Work with CEDM lead and managers for the long term global strategy for CEDM applications, driving standardization & simplification - Identify opportunities to grow the service support - Accountable to decrease overall run cost - Address non-compliant SLAs/OLAs with corrective actions to reverse trends * Continuously improve connection between IT and business/functions, working with and through Business Partners/BRMs. * Participate in relevant governance teams to communicate/manage service levels, key project status, and vendor management as needed to help prioritize and manage investments for applications. * Own the establishment of end to end service in alignment with service management strategy and capability including application roadmap creation and management in partnership with enterprise process and application portfolio strategy. * Has a deep and extensive understanding of service level agreements to lead and/or act as a key participant in the development and/or approval of service expectations and offerings. * Reviews and analyzes the documentation and tracking of support services provided, including incidents and user requests, using Cargill's incident tracking software. * Utilizes deep and extensive application support knowledge and is accountable for ensuring application technology complies with Enterprise Architecture framework. Reviews/approves and/or provides input to application framework variances as needed. * Participates in working groups to develop or update target architectures. 30% Service Delivery Management/Operations: * Provide broad oversight to service issues and critical situations (severe and structural SLA breaches) within service operations (E.g. setup SWAT teams, establish crisis committees; manage communication to the business, etc.) * Assist in the definition, documentation and activation of a service catalog with service level requirements for IT business services and manage service agreements/contracts * Align with Service Provider(s) on day to day Application Managed Services activities to ensure incidents, service request and change requests are properly addressed and communicated with the business * Provides broad oversight for release management processes and the programming, configuration, testing and deployment of fixes or updates for application version releases. Includes providing oversight on the installation of patches, updates, and releases on development, test, quality assurance and production systems * Participate in overall CEDM applications portfolio roadmap and program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed * Manage regular service/OLA and contract reviews with both internal and external service suppliers and include colleagues throughout IT as appropriate. * Prepare and present service reports identifying trends and patterns of interest * When required define, agree and document OLAs (operating level agreements) that facilitate collaboration between and beyond IT silos and service suppliers. * Actively participate in supplier engagement by reviewing and agreeing on relevant service schedules and underpinning contracts * Represent business interests and needs during service reviews with internal and external service suppliers * Accountable for assisting in the set-up and management of a best in class Change and Release Management process that aligns to overall Cargill Global IT practices and policies * Promote best practice throughout the IT department globally and support IT colleagues introducing process improvements. * Ensure alignment with the CEDM managers on introduction of new services and capabilities to ensure these services and capabilities are included in overall CEDM Applications service catalog, including their SLA’s and costs. 30% Service Delivery Strategies * Lead the development and execution of strategies to effectively and efficiently deliver application maintenance and support activities across the CEDM applications. * Build and maintain a partnering relationship with the IT business partners; provide a single Service Operations focal point for Business/Function Leaders for their tactical service needs pertaining to the CEDM applications. * Participate with other Service Delivery Managers to effectively leverage internal and external capabilities.
Education, Experience, Skills
Minimum Required Qualifications * Bachelor’s degree in Business Administration, Computer Science or Management Information Systems; OR equivalent experience * 7 years of IT and business/industry work experience * 2 years experience managing the delivery of services in a matrixed environment with a diverse portfolio of suppliers both internal and external * Ability to work across multiple functional teams to set direction, build consensus and solve problems * Experience in incident and crisis management experience in a large scale, high availability organization * Strong background in ITIL (preferred) or similar process oriented framework * Demonstrated experience with leaing change initiatives, within an IT context, and in a complex, multi-faceted environment * Strong knowledge of IT Service management processes and practices * Demonstrated strong and effective communications skills and working relationships with colleagues throughout IT and the business at management level * Knowledge of Infrastructure technologies and business applications, and their relationships * Business fluency in English
* Masters degree in Business or IT * Experience in service design and implementation * Demonstrated skill in managing the delivery of services provided by third parties and internal IT providers through definition and maintenance of SLA’s * Experience with in-house developed and package implementations. * Experience with Enterprise Content Management systems (e.g. OpenText), Master data management (e.g. Informatica), Metadata, Data Quality and governance solutions. * Knowledge of and experience with Change Management
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