**105715BR** **Job Title:** Director Service Management & Performance - Erlanger, KY **Department/Function:** Information Technology **Job Description:** **Director Service Management & Performance - Erlanger, KY** **Job Summary** The Service Management & Performance Director leads a combined team of 24 ADM resources and approximately 84 contractors playing a pivotal role in transforming the IT Infrastructure & Operations (IT I&O) organization to achieve operational excellence, cost optimization, and improved service delivery performance. The Director will provide strategic direction, manage performance metrics, and drive operational excellence across the organization. This role directly manages the Tooling and Automation team responsible for the design, implementation, and maintenance of the tooling ecosystem that supports job scheduling, monitoring, and operational visibility. Additionally, this role includes direct accountability for managing the Reporting and Performance team, which comprises the Performance Analyst and Cost Performance Analyst, to deliver actionable insights and reporting aligned with organizational goals. The Director will be accountable for the team budget, leading both internal and external teams, and driving year-over-year financial efficiency through cost optimization and resource allocation. The Director is responsible for driving strategic foundational initiatives, improving IT operations for the business, and implementing long-term transformational programs. **Job Responsibilities** + Oversee 42,000+ global users by monitoring Service Desk performance, service level agreements (SLAs), escalation/exception management, and processes to resolve service/incident requests + Manages a $10 M+ budget, including developing financial plans, monitoring spending targets, and delivering year-over-year cost efficiency improvements + Modernize IT Service Management (ITSM) through unified processes for incident, request, change, and problem management, improving SLAs and user satisfaction + Oversee the design and execution of organizational changes, implementing tools, methodologies, and industry benchmarks to improve performance and efficiency + Establish and lead the Command Center function to drive rapid incident resolution, improve service performance, and align with organizational goals + Identify opportunities for automation, consolidation, and process improvements to achieve cost savings and enhance service quality + Manage Performance Analyst, directing analytical priorities, reviewing key performance metrics, and leveraging insights to optimize team effectiveness and strategic planning + Manage a Cost Performance Analyst to analyze expenditure data, forecast budget performance, and support strategic cost optimization initiatives across the organization + Lead the creation of and updates to key operational and financial reports, including: Monthly Flash Report, Month-End Financials, Metrics & KPIs, Project Portfolio, Incident Trend Report, and Cost Reduction + Manage the Tools and Automation team, developing tooling solutions and platform development roadmaps aligned with organizational strategies + Establish key performance indicators (KPIs) and dashboards that measure and continuously improve service delivery and financial performance + Collaborate with senior leadership and communicate with stakeholders to integrate IT I&O goals with overall organizational strategies and priorities + Partner with procurement to negotiate vendor contracts for cost-effective solutions. + Lead the Executive Support Services (ESS) team to provide high-quality, responsive support for executive-level stakeholders and drive continuous improvement + Provide mentorship and guidance to managers and supervisors, fostering a culture of accountability, collaboration, and continuous improvement within the I&O organization **Job Requirements** + Bachelor’s degree in Business, Technology, or a related field; advanced degree preferred + 15+ years of experience in IT operations management, with at least 5 years in a leadership role + Proven track record of leading large-scale IT operations and performance improvements + Strong analytical and problem-solving skills to make data-driven decisions + Excellent communication and leadership skills to influence and inspire teams + Experience with budget management, resource allocation, and vendor negotiations + Knowledge of IT infrastructure, disaster recovery, and capacity planning strategies 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:105715BR **Req/Job ID:** 105715BR **City:** Erlanger **State:** KY - Kentucky **Ref ID:** \#LI-SU1 **:** **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. **:** \#LI-Onsite **\t:** **\#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 **:** **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. **:** 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: **:** $147,100.00 - $258,100.00 **Salaried Incentive Plan:** The total compensation package for this position will also include annual bonus and a long-term incentive plan