Performance Manager - Erlanger, KY

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

Key performance metrics for this role :

Required 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.

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 :

$110,300.00 - $204,000.00

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

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 :

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

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.

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.

Req / Job ID : 101490BR

Ref ID : #LI-SU1