Data Operations Service Delivery Manager
, Missouri
February 08, 2017
At Monsanto, we're focused on finding innovative solutions for the big challenges we face in agriculture.  Monsanto is a sustainable agriculture company. We deliver agricultural products that support farmers all around the world.  We are focused on empowering farmers-large and small-to produce more from their land while conserving more of our world's natural resources such as water and energy. We do this with our leading seed brands in crops like corn, cotton, oilseeds and fruits and vegetables. We also produce leading in-the-seed trait technologies for farmers, which are aimed at protecting their yield, supporting their on-farm efficiency and reducing their on-farm costs.

In Monsanto IT, we leverage cutting edge information technologies to directly participate in revolutionizing digital agriculture and to enhance Monsanto's ability to deliver innovative solutions that solve the world's most pressing agricultural challenges. Here you'll find a team-focused environment that thrives on innovation and encourages you to do extraordinary things. Our IT organization is ranked among the Top 100 Companies by Information Week, and among the 100 Best Places for IT Workers by Computerworld.

The goal of the Data Operations Service Delivery Manager is to ensure that value is achieved as anticipated from the outsourced relationships and services under global management. In particular, to ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized. You will manage day-to day relationship with Supplier to ensure the effective delivery of outsourced services to Monsanto.

Responsibilities include:
• Responsible for managing Global L3 Data Service Support including:
End user assistance in multiple supported languages
Training for new end users in the use of the services
Compliance with Monsanto processes, policies and procedures

• Conduct regular service reviews; manage and audit Supplier performance and productivity relative to Service Level Agreements

• Establish metric/performance reporting; track Supplier performance and ensure viability of service levels

• Define and implement service level reporting for Monsanto

• Communicate important policy changes that affect operations to Supplier and/or Monsanto

• Interface with Contract Manager and Finance Manager as needed to analyze Supplier performance

• Approve services on invoice and service level reporting from the suppliers as defined in the process

• Works with the Supplier to advance the goals and objectives of the set of agreements

• Assists with the preparation and monitoring of global IT budgets

• Ensures global spend is in line with the global budget

• Monitors regional compliance using obligations set in the service agreement

• Reconcile projected resource baseline with actual utilization of resources

• Authorize all work resulting in expenditures and ensures that all required Monsanto approvals are obtained

• Ensures the appropriate implementation of Transformation actions

Primary liaison on day-to-day basis regarding communication between Monsanto and Supplier regarding service delivery changes, problems and recovery efforts

• Contact for day-to-day communications between Supplier and Monsanto

• Ensure an in-house process is maintained for handling high severity and stagnant issues/events in both the supplier and the retained environments

• Contact Supplier with day-to-day corrections, plan/program changes and any details/info necessary to resolve conflicts between customers and Supplier

• Educate Supplier on program/product/operational details, including the development and implementation of Supplier processing schedules and coordination of data flow ensuring timely transmittal to Supplier

• Develops and distributes written communications as needed to the Supplier

• Provide early warning to the Business Stakeholder executives regarding degraded or missed service levels or deadlines

Measure, monitor and manage Monsanto's satisfaction and provide remediation

• In conjunction with Supplier, design and administer customer surveys and other feedback processes

• As operational problems occur, reviews Supplier recovery and permanent fix plans

• Conduct service level reviews with Monsanto leaders

• Provide direction and leadership in developing Monsanto's business processes that ensure contractual compliance.

Meet frequently in regularly-scheduled management meetings with the Supplier

• Daily/Weekly supplier meetings

• Operational Change Management meetings

• Root Cause Analysis meetings

• Issue resolution meetings

• Support preparation of Monthly Management Committee meeting; will also be a presenter jointly with the Supplier personnel

• Stakeholder Management meetings

Project development and report-out meetings     Requirements:

• Bachelor's degree in Business, IT or other relevant field of study preferred

• 10+ years of experience managing data centers, data warehouses or agile development teams in a US IT role

• 5+ years of experience managing a service provider in IT

• Process skills; an understanding of service costs, ability to work with Supplier to ensure effective operations, and agreed upon service levels

• Ability to accomplish results through others, particularly by establishing relationships, effective controls, and monitoring processes

• Knowledge of the fundamental relationships of technology systems inclusive of applications, infrastructure, networks, and security

• Problem determination (experience in root cause analysis) and problem resolution skills

• Strong collaboration and partnering skills

• Proven negotiation and influencing skills

• Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders

• Ability to assess customer/Monsanto needs, creatively approach solutions, decide, and influence appropriate courses of action

• Experience of indirect management - managing by influence as opposed to positional authority

• Ability to be firm but fair with regard to operational deliverables

A little about us:
At Monsanto, we believe that diverse perspectives solve big challenges and deliver a broad range of solutions to help nourish our growing world.

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