Functional Service Delivery Manager

Monsanto   •  

Saint Louis, MO

11 - 15 years

Posted 175 days ago

This job is no longer available.

Primary Responsibilities Include:

  • Understand, support and influence Monsanto’s Supply Chain business needs
  • Partner with business counterparts to gather business requirements, communicate requirements & high-level designs to Managed Service Partner
  • Facilitate UAT with business partners
  • End to end service accountability to ensure SLA & OLA adherence, performance & availability and change management expectations for our business capabilities
  • Understand the service(s) and supporting services to communicate need, impact, and/or urgency to the Change Advisory Board
  • Partner with IT teams to ensure Global Production Readiness and Service Transition for a seamless launch
  • Provide awareness of critical business periods giving attention as required to ensure smooth operation
  • Ensure accuracy of Configuration Management DB for impact analysis
  • Lead Critical & non-Critical Incident events to quickly restore service and follow-up with problem management to identify root cause & corrective actions to prevent re-occurrences
  • Work collaboratively across IT to ensure processes, metrics, monitors and alerts provide insight to manage IT services proactively
  • Partner with business service owners and managed service providers for application small enhancement and bug fix prioritization
  • Ensure Global Production Readiness and Service Transition for all IT solutions
  • Routinely review metrics to identify trends and to recommend actions for continuous service improvements
  • Prepare and conduct metric reviews with key stakeholders, and document both short & long-term action items
  • Serve as escalation point and facilitator for IT Partner concerns and issues
  • Serve as the Vendor’s escalation point person for day to day operational issues
  • Be able to determine and articulate issues that need to be escalated to the vendor(s)
  • Coordinate with Vendor(s) regarding upgrades, outages, or changes in service
  • Conduct regular meetings within business IT platform teams to review, prioritize and determine funding source for IT services
  • Responsible for oversight and approval of the appropriate documentation and processes to support the service
  • Partner with a managed service vendor to drive high quality delivery of support and minor enhancements of the specified Supply Chain scope
  • Single face to business partners, responsible for direct engagement with the business, capability, and technical platforms
  • Champion process improvements including opportunities for automation and implement them as per ITIL framework
  • Drive Problem Resolution and Root Cause Analysis processes to define permanent fixes
  • Coordinate and oversee compatibility & upgrade testing which the managed service vendor will execute

Required Education and Skills/Experience: 

  • Minimum of a Bachelor’s Degree in Computer Science, Business, or related field 
  • 10+ years of related IT experience 
  • Solid understanding of ITIL/ITSM practices and processes
  • Ability to effectively conduct Incident Management to restore services
  • Strong business acumen and knowledge pertaining to supply chain concepts across multiple business units
  • Demonstrated experience utilizing metrics and analyzing data to identify trends and improvements
  • Experience working in a global IT organization
  • Previous experience managing IT services based on SLAs
  • Strong organizational, written, oral communication and problem-solving skills
  • Demonstrated the ability to plan, organize, schedule, and manage activities across a diverse team of individuals at different levels within the company
  • Ability to manage ambiguous situations and to provide strong critical thinking 
  • Broad-based technology knowledge, with a curiosity that leads to continuous learning, and the ability to quickly grasp new ideas, concepts, and technologies
  • Ability to provide oversight and guidance across multiple technology platforms and multiple business units to Managed Service Provider
  • Ability to see things with a global mindset
  • Demonstrated success in contributing to a continuous process improvement environment
  • Demonstrated willingness and ability to work in a fast-moving dynamic team-oriented environment
  • Strong business acumen and knowledge pertaining to supply chain concepts across multiple business units
  • Exposure in handling multiple work requests simultaneously and effectively delivering them. 
  • Must have the ability to independently drive issue resolution, develop business knowledge, and relationships and apply technical alternatives while operating in a rapidly changing environment. 
  • Self-starter, independent, but also team oriented
  • Willing to take initiative to identify and help drive continuous improvements internally within the team

  Desired Education and Skills/Experience:

  • Minimum of a Master’s Degree in Information Technology, Computer Science, or related field OR MBA
  • 5+ years of IT Project Management/Leadership experience with large scale projects
  • Six Sigma certification
  • ITIL Foundation V3 Certification or higher
  • Functional experience supporting Supply Chain systems
  • Technical knowledge of SAP Supply Chain related functions

Req ID 01QBI