ADM
Service Delivery Leader at ADM in Amsterdam, Noord-Holland
ExperiencedOn-siteAmsterdam, Noord-Holland
Job Description
IT – Service Delivery Leader – EMEA Legacy ERP Applications
The GT Service Delivery Leader role oversees program, delivery and execution of services and business prioritized key IT functions. This role will oversee the delivery of applications services supporting business functions related to predominantly Legacy ERP applications in the Ag Services and Oilseeds (AS&O) division. Primarily responsible for providing guidance and structure to teams, comprised of a combination of vendor and internal resources, in completing deliverables and ensuring appropriate communications to business and/or IT executive leadership. As a lead decision maker, the Service Delivery Leader oversees a number of key functions that enable the delivery of high-quality service to the business and ensures service delivery partners meet requirements. This position is a vendor and stakeholder facing role to ensure expectations are established and effectively managed. The Service Delivery Leader collaborates with ADM’s internal Vendor Management organization, Service Owners, as well as Service Providers responsible for system support and discretionary activities.
Responsibilities
The GT Service Delivery Leader role oversees program, delivery and execution of services and business prioritized key IT functions. This role will oversee the delivery of applications services supporting business functions related to predominantly Legacy ERP applications in the Ag Services and Oilseeds (AS&O) division. Primarily responsible for providing guidance and structure to teams, comprised of a combination of vendor and internal resources, in completing deliverables and ensuring appropriate communications to business and/or IT executive leadership. As a lead decision maker, the Service Delivery Leader oversees a number of key functions that enable the delivery of high-quality service to the business and ensures service delivery partners meet requirements. This position is a vendor and stakeholder facing role to ensure expectations are established and effectively managed. The Service Delivery Leader collaborates with ADM’s internal Vendor Management organization, Service Owners, as well as Service Providers responsible for system support and discretionary activities.
Responsibilities
- Lead the application support team ( internal and offshore), ensuring delivery of agreed service levels, KPIs, and operational objectives.
- Manage service providers, ensuring contractual commitments, performance targets, and delivery milestones are achieved.
- Partner with IT leadership to align resource capacity, demand, and budget planning.
- Monitor service performance, customer satisfaction, and continuous improvement initiatives together with Service Owners.
- Lead critical incident and escalation management, ensuring timely resolution and provider accountability.
- Drive service quality through governance, performance reviews, benchmarking, and process improvement.
- Support demand forecasting, financial governance, invoice approvals, and additional work requests.
- Ensure compliance with ITIL standards, security requirements, and organizational governance policies.
- Collaborate on application transitions, acquisitions, and knowledge transfer activities.
- Oversee vulnerability remediation, disaster recovery, and backup readiness across supported applications.
- Participate in supplier governance, service reviews, and innovation initiatives to enhance business value and operational excellence.
- 3+ years of IT leadership experience.
- Experience in Application Support or IT Service Delivery.
- 10+ years of professional experience in the IT industry.
- Strong people leadership and stakeholder management skills.
- Experience managing vendors and outsourced services.
- Experience in a global environment.
- Ability to drive process improvements and operational excellence.
- Strong problem-solving, communication, and negotiation skills.
- Experience leading cross-functional teams.
- Good understanding of ITIL and service management practices.
- Experience in a global environment.
- Knowledge of cybersecurity, disaster recovery, and business continuity.