Quick Job Search
Keywords:
Company Name:
Job Type:
Location:
Job Seeker Tools
• Latest Jobs
• Job Seeker Tools
• Your Saved Jobs
• Build Your Professional Profile
Members Get Hired!
HBCU CONNECT Member Senita Gill Hired by Intel at a Recent Hiring Event Hosted by HBCU CONNECT.
Similar Jobs
GE Appliances
Engineering/Manufacturing Co-op_Spring 2027 in Louisville, KY
GE Appliances
Senior Supplier Quality Engineer- Plastics in Louisville, KY
Cincinnati Children's Hospital Medical Center
Medical Assistant - Crestview Hills, KY - Part-Time in Crestview Hills, KY
GE Appliances
Amazon National Account Senior Manager in Louisville, KY
WALGREENS
Customer Service Associate in Highland Heights, KY
PetSmart
Retail Sales Associate Part Time in Hopkinsville, KY
GE Appliances
Electrical Engineering Co-op_Summer 2026 in Louisville, KY
Featured Employers
Director Service Management & Performance - Erlanger, KY
Company: Archer Daniels Midland
Location: Erlanger, KY
Employment Type: Full Time
Date Posted: 02/09/2026
Job Categories: Customer Service and Call Center, Executive Management, Natural Resources
Job Description
Director Service Management & Performance - Erlanger, KY
Director Service Management & Performance - Erlanger, KY

Job Summary
The Service Management & Performance Director leads a combined team of 24 ADM resources and approximately 84 contractors playing a pivotal role in transforming the IT Infrastructure & Operations (IT I&O) organization to achieve operational excellence, cost optimization, and improved service delivery performance. The Director will provide strategic direction, manage performance metrics, and drive operational excellence across the organization. This role directly manages the Tooling and Automation team responsible for the design, implementation, and maintenance of the tooling ecosystem that supports job scheduling, monitoring, and operational visibility. Additionally, this role includes direct accountability for managing the Reporting and Performance team, which comprises the Performance Analyst and Cost Performance Analyst, to deliver actionable insights and reporting aligned with organizational goals. The Director will be accountable for the team budget, leading both internal and external teams, and driving year-over-year financial efficiency through cost optimization and resource allocation. The Director is responsible for driving strategic foundational initiatives, improving IT operations for the business, and implementing long-term transformational programs.

Job Responsibilities
  • Oversee 42,000+ global users by monitoring Service Desk performance, service level agreements (SLAs), escalation/exception management, and processes to resolve service/incident requests
  • Manages a $10 M+ budget, including developing financial plans, monitoring spending targets, and delivering year-over-year cost efficiency improvements
  • Modernize IT Service Management (ITSM) through unified processes for incident, request, change, and problem management, improving SLAs and user satisfaction
  • Oversee the design and execution of organizational changes, implementing tools, methodologies, and industry benchmarks to improve performance and efficiency
  • Establish and lead the Command Center function to drive rapid incident resolution, improve service performance, and align with organizational goals
  • Identify opportunities for automation, consolidation, and process improvements to achieve cost savings and enhance service quality
  • Manage Performance Analyst, directing analytical priorities, reviewing key performance metrics, and leveraging insights to optimize team effectiveness and strategic planning
  • Manage a Cost Performance Analyst to analyze expenditure data, forecast budget performance, and support strategic cost optimization initiatives across the organization
  • Lead the creation of and updates to key operational and financial reports, including: Monthly Flash Report, Month-End Financials, Metrics & KPIs, Project Portfolio, Incident Trend Report, and Cost Reduction
  • Manage the Tools and Automation team, developing tooling solutions and platform development roadmaps aligned with organizational strategies
  • Establish key performance indicators (KPIs) and dashboards that measure and continuously improve service delivery and financial performance
  • Collaborate with senior leadership and communicate with stakeholders to integrate IT I&O goals with overall organizational strategies and priorities
  • Partner with procurement to negotiate vendor contracts for cost-effective solutions.
  • Lead the Executive Support Services (ESS) team to provide high-quality, responsive support for executive-level stakeholders and drive continuous improvement
  • Provide mentorship and guidance to managers and supervisors, fostering a culture of accountability, collaboration, and continuous improvement within the I&O organization
Job Requirements
  • Bachelor’s degree in Business, Technology, or a related field; advanced degree preferred
  • 15+ years of experience in IT operations management, with at least 5 years in a leadership role
  • Proven track record of leading large-scale IT operations and performance improvements
  • Strong analytical and problem-solving skills to make data-driven decisions
  • Excellent communication and leadership skills to influence and inspire teams
  • Experience with budget management, resource allocation, and vendor negotiations
  • Knowledge of IT infrastructure, disaster recovery, and capacity planning strategies
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.

REF:105715BR
Contact Information
Company Name: Archer Daniels Midland
Website: https://sjobs.brassring.com/TGnewUI...
Company Description:
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.
Please visit our employer showcase!
Apply Now | Forward Job to a Friend | More Jobs From This Employer
Featured Jobs & Internships

Contemporary American Theater Festival
Director of Marketing & Communications in Shepherdstown, WV

State of Connecticut
Transportation Engineer 3 (Construction Engineering) (40 Hour) in Rocky Hill, CT

Front Range Community College
Faculty, Emergency Medical Services (EMS) in Longmont, CO

National Cathedral School
Lower School Art in Washington, DC

National Cathedral School
Head of Communications in Washington, DC

State of Connecticut, Executive Branch
Consumer Protection Gaming Investigator in Hartford, CT, CT

State of Connecticut, Executive Branch
Platform Automation Engineeer in Hartford, CT, CT

State of Connecticut, Executive Branch
Environmental Trainee (35 Hour) Target Class: Environmental Analyst 1 in Hartford, CT

State of Connecticut Department of Mental Health and Addiction Services
Clinical Social Worker (40 Hour) in New Haven, CT

State of Connecticut
Social Work Supervisor - Apply by Feb 20 in Middletown, CT

State of Connecticut - Department of Emergency Services and Public Protection
Qualified Craft Worker (HVACR) at the State of Connecticut - accepting applications through 2/17/26 in Meriden , CT

William and Flora Hewlett Foundation
Racial Justice Initiative Director - William + Flora Hewlett Foundation in Menlo Park, CA

State of Connecticut - Dept. of Mental Health & Addiction Services
Director Of Nursing 1 - Apply by 2/20/26! in New Haven, CT, CT

State of Connecticut
Maintainer in Danbury, CT

State of Connecticut
Executive Residence Attendant in Hartford, CT
Subscribe!
HBCU CONNECT
Follow Us!