Job Title

About ADM:We are one of the world’s largest nutrition companies and a global leader in human and animal nutrition. We unlock the power of nature to provide nourishing quality of life by transforming crops into ingredients and solutions for foods, beverages, supplements, livestock, aquaculture, and pets.About ADM India Hub:At ADM, we have long recognized the strength and potential of India’s talent pool, which is why we have maintained a presence in the country for more than 25 years. Building on this foundation, we have now established ADM India Hub, our first GCC in India.At ADM India Hub, we are hiring for IT and finance roles across diverse technology and business functions. We stand at the intersection of global expertise and local excellence, enabling us to drive innovation and support our larger purpose of unlocking the power of nature to enrich quality of life.Job Title: Performance ManagerJob Description: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 WorkConduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service LevelsAct as point of escalation for any service level related issues that arise at the service delivery levelInterface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backsParticipate in annual continuous improvement process and assist in benchmarking service levelsProvide early warning regarding degrading or missed service levelsConducts 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 managementPrepares presentations for the monthly management committee and other executive leadership groupsWorks with transition team post implementation to identify process improvement opportunities and track resultsMaintains database of outsourcing initiatives, including project financials, performance metricsInterface with periodic customer satisfaction survey process, including follow up and remedial action plansInterface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backsAssist 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 ProviderReviews 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 statisticsIs the Client expert for release and change manage approvals, reporting, statistics and issue managementIs the key services escalation point for both the Client and the Service ProviderKey performance metrics for this role:Timeliness and accuracy of reporting on KPIs, trend analysis, etc. for governance meetings and functional area/enterprise analysisRequired skills and experience: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 preferredTrack record of preparing and presenting key messages to senior leadersDetailed knowledge of performance measures and the impact on organizational performanceDetailed understanding and business knowledge of all in scope towers preferredProblem determination and root cause analysis Project Management and Negotiation skillsServiceNow/ Jira/ RemedyPerformance ManagementPerformance analytics within ServiceNow Work exp with a Service providerData AnalyticsDatabricks