Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience.
We have 155,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.
Position Purpose & Summary
The Service Manager Automation is responsible for building and maintaining a strong relationship with the IT Business Relationship Managers (BRMs) & Automation, Electrical & Instrumentation (AEI) Leads of the businesses supported by the automation services offered by Operations & Supply Chain (OSC) EMEA IT.
The position is responsible to participate in the creation and execution of a holistic and best practice approach to delivering end-
to-end services for businesses utilizing the OSC - ISA95 L2 applications & infrastructure services underneath. The position drives value through a premium service offering of reliable automation, harmonizing and modernizing the service offering, while ensuring IT costs are optimized.
In addition, the service manager drives for adherence to compliance policies (for example through timely patching and lifecycling) and ensures addressing of audit risks when identified.
The Service Manager will engage with the Service provider(s) to drive for continued high quality service delivery and continuous improvements on cost, quality and efficiency of the services to enable the OSC portfolio to offer best practice market competitive services to the internal Cargill customers we serve.
While this service manager role is focused at automation primarily, it is the combination of the two onshore OSC EMEA service managers and CBS service manager support that together as a team are responsible for OSC EMEA’s service management.
The Service Manager is a skilled professional who combines technical, IT process and business knowledge with a strong customer focus to deliver effective internal business / IT account management and rigorous IT supplier (internal & external) service level management.
This position will drive standardization of services, establishment of service level agreements with the business, reporting on quality of services and continuous improvement planning.
50% Service Delivery Management / Operations :
Manage significant service issues and critical situations (severe and structural SLA breaches) within service operations (E.
g. setup SWAT teams, establish crisis committees; manage communication to the business, etc.)
Ongoingly align with external Service Provider(s) on day to day Application Managed Services activities to ensure incidents, service request and change requests are properly addressed and communicated with the business.
Define, agree and document OLAs (operating level agreements) that facilitate collaboration between and beyond IT silos and service suppliers.
Manage regular service / OLA and contract reviews with both internal and external service suppliers and include colleagues throughout IT as appropriate.
Analyze service reports identifying trends and patterns of interest.
Actively participate in internal and external supplier engagement by reviewing and agreeing on relevant service schedules and underpinning contracts
Represent business interests and needs during service reviews with internal and external service suppliers
Promote best practice throughout the IT department globally and support IT colleagues introducing process improvements.
25% Service Delivery Strategies
Own the establishment of end to end service in alignment with service management strategy and capability including roadmap creation and management in partnership with enterprise process and portfolio strategy.
Assist in the definition, documentation and activation of a service catalog with service level requirements for IT business services and manage service agreements / contracts
Identify and implement opportunities to leverage synergies across regional OSC teams and the global OSC strategy & governance team.
Actively drive for rationalization and modernization activities for OSC EMEA services.
Participate in overall OSC EMEA program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed.
Together with other Service Managers partner with CSSP, Finance, and Cargill Business Services (CBS) to effectively leverage internal and external capabilities.
Develop resource and delivery plans to satisfy long term view of demand in alignment with BU and Global IT Strategy.
Assist & deliver input to EMEA OSC Portfolio Lead for the budget and allocation process.
25% Relationship and service management
Actively consult with Business(es) / Functions in the appropriate use and deployment of service solution capabilities and IT services (e.
g. inputs to business plans, advice on overall cost management opportunities, etc).
Build and maintain effective relationships with internal and external service providers including SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement process & operational leadership performance in alignment with expectations of the business.
Continuously improve connection between IT and business / functions, working with and through Business Partners / BRMs.
Participate in relevant governance teams to communicate / manage service levels, key project status, and vendor management as needed to help prioritize and manage investments for applications & Infra.
Bachelor’s degree in Business Administration, Computer Science or Management Information Systems; OR equivalent experience
7 years of IT and business / industry work experience
5 Years of experience in IT automation
2 years experience managing the delivery of services in a matrixed environment with a diverse portfolio of suppliers both internal and external
Ability to work across multiple functional teams to set direction, build consensus and solve problems
Strong knowledge of IT Service management processes and practices
Experience in incident and crisis management experience in a large scale, high availability organization
Strong background in ITIL (preferred) or similar process oriented framework
Demonstrated experience with leading change initiatives, within an IT context, and in a complex, multi-faceted environment
Demonstrated strong and effective communications skills and working relationships with colleagues throughout IT and the business at management level
Knowledge of infrastructure technologies and business applications in the automation domain, and the relationships between each other and with automation equipment
Business fluency in English
Masters degree in Business or IT
Experience in service design and implementation
Demonstrated skill in managing the delivery of services provided by third parties and internal IT providers through definition and maintenance of SLA’s
Experience with in-house developed and package implementations
Interested? Then make sure to send us your CV and cover letter in English today.
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