Sr Manager ITSM - Contract - Erlanger, KY

Job Description

Sr Manager ITSM - Contract - Erlanger, KY

The Sr Manager has operational management and control of Service Provider contracts, monitoring all Provider(s) deliverables and commitments and managing the implementation and intent of the contract terms. The Contracted Services Improvement Manager guards the commercial relationship with the Provider(s), including integrity of the pricing schedules and mechanisms and ensure they are fit for purpose.

Primary Responsibilities
The Sr Manager needs to have a finger on the pulse of the contract and performance to be most effective.

The Contract Manager is the contract Subject Matter Expert:

• Knows and understands the contract in detail
• Assists in contract training before Service Commencement Date and educates the team periodically to ensure that the entire team understands the contract terms and deliverables
• Facilitate timely problem resolution of contractual issues to minimize impact of service disruptions on ADM
• Answers Contract questions, interprets contract terms related to services delivered and initiates resulting consequences
• Partners with Procurement for all MSA Changes, disputes or additions

Manages overall compliance with contractual terms & conditions:

• Develops tools to support the Service Delivery and Governance teams, specifically the Deliverables & Obligations trackers, and refresh these as the contract evolves over time
• Develops a Deliverables & Obligations Tracker, establishes a process for D&O tracking, assigns D&O responsibilities and manages ADM and Strategic Provider compliance with obligations on an ongoing basis
• Communication with Procurement
• Monitor and maintain the Strategic Provider and ADM's compliance with contract terms and conditions, commitments and notifications
• Ensures that all terms and conditions of the agreement are satisfied, contractual constructs are fit for purpose and mitigate any risk exposures; works with the Strategic Provider to progress the goals and objectives of the set of agreements
• Works with Procurement to provide a structured process, rules of engagement and end-to-end support for contractual issue/dispute resolution
• Resolves escalated issues in accordance with the governance escalation procedures
• Manages the end-to-end Strategic Provider Audit process; ensures that appropriate audit controls are in place for Strategic Provider's processes and invoices, in accordance with the process established in ADM's Policy & Procedures Manual

Guards the commercial relationship with the Strategic Provider:

• Guards and owns the integrity of the pricing schedules and mechanisms and ensures they are fit for purpose
• Evaluates Performance Credits and approves any action plans resulting from critical service performance failures
• Verifies proposals and RFS responses against contractual terms and conditions (including pricing, proposed charging mechanisms, chargeability of items) proposing to Procurement, if necessary, the most appropriate solution for ADM
• Ensures commercial optimization of the contract by making use of contractual levers to limit or reduce cost and by educating the retained organization on the contractual mechanisms
• Works with Performance Manager as an initial escalation point for any billing issues/disputes
• Manages benchmarking and mark-to-market activities to monitor Strategic Provider's performance against industry standards, as stipulated in the contract
• Ensures that appropriate audit controls are in place for Strategic Provider's processes and invoices, in accordance with the process established in ADM's Services Management Manual
• Ensures auditability of the contract as required in the various sections (billing, standards compliance, service delivery, and so forth). Schedule and manage audits with appropriate team members and internal audit organization

Responsible for contract maintenance:

• Within Operations, works with Procurement to manage the end-to-end lifecycle process of Contract Change from development through to execution, including obtaining the relevant stakeholder approvals;
  • Initiation + preparation of change request
  • Impact assessment and prioritization
• Evaluates innovation gain sharing mechanisms, and assures their alignment with the agreed-upon principles of innovation

Required skills and experience

• Procurement experience and working with suppliers.
• Experience managing financials.
• Negotiations experience.
• 6+ years relevant work experience.
• Experience working with business and service provider senior management.
• Deep grasp of the contract structure and terms, and the relationship of the services to the business operations they support.
• Strong written and verbal communication skills.
• Finance knowledge.
• Knowledge of Service Level design, mechanics and effective use in driving Provider behavior.

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:96431BR

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.

#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 are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

We welcome everyone to apply, especially those individuals who are underrepresented in our industry, as we strive to ensure our workforce represents the world that we help to feed: people of color, women, gender non-conforming, LGBTQIA+, veterans and persons with disabilities. For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Diversity, Equity and Inclusion ADM.

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: