Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges at AGCO we are proud to be working towards a solution, come and join us as our new Dir., Digital Technology Managed Services and make your contribution.
Job Summary
This role will be responsible for defining the strategic direction, performance, and governance of our outsourced IT operations, ensuring service excellence, cost efficiency, and continuous improvements.
Your Impact
- Own the strategic relationship with our primary Managed Service Provider, acting as the executive point of contact.
- Define and manage service delivery frameworks, SLAs, KPIs, and governance models.
- Drive continuous service improvement, industry best innovation practices (Automation / AI) and value realization from the MSP partnership.
- Collaborate with internal IT and business stakeholders to align MSP services with organizational needs.
- Lead contract negotiations, renewals, and compliance monitoring.
- Monitor vendor performance, risk, and financials, ensuring accountability and transparency.
- Accountable for the end-to-end operational services across all DT functions, ensuring SLA’s are delivered
- Partner with all DT leads to engage, evaluating the services transitioning to operations as part of the project cutover milestones
- Drive the AI-Ops and the productivity improvements for the machine-based issue resolutions and achieve the cost savings / targets Details
- Service Management: Oversee the delivery of application support services, ensuring compliance with service level agreements (SLAs) and performance standards. Manage user expectations and ensure high levels of customer satisfaction
- Vendor/Partner Management: Manage relationships with MSP(s), ensuring they deliver high-quality services and meet contractual obligations.
- Major + Incident Management: Accountable for application-related incidents and problems, ensuring minimal disruption to operations. Focus on proactive incident management and root cause analysis
- Change Management: Oversee the implementation of application changes and updates, ensuring they are delivered on time and with minimal impact on users. Manage client communications and expectations during changes
- Continuous Improvement: Identify opportunities for improving application and infrastructure services and processes and implement changes to enhance service delivery.
- Problem Management: Accountable for the resolution of problems, ensuring timely submission of Root Cause Analysis and effective solutions are delivered. Ensure Root Cause Analysis are available in Knowledge Repository
- Reporting and Analysis: Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions. Include reporting to clients and ensuring transparency in service delivery
- Escalation Management: Handle escalations from customers and internal stakeholders, ensuring issues are resolved promptly and satisfactorily. Emphasize managing client escalations and ensuring high levels of customer satisfaction
- Release Management: Oversee the planning, scheduling, and execution of software releases (enhancements), ensuring they are delivered on time, within scope, and with high quality. Coordinate with various teams to ensure seamless integration and deployment of new application features and updates with scalable process in place
- Accountable for Service Delivery Metrics for applications & infrastructure in scope
- Contract Compliance: Monitor adherence to contractual terms, including scope, SLAs, deliverables and service penalties. Support contract renewals and renegotiations as needed.
Your Experience And Qualifications
- 15+ years of experience in IT service management or vendor management, with at least 5 years in a leadership role.
- Deep understanding of MSP models, ITIL frameworks, and service governance.
- Strong negotiation, analytical, and relationship management skills.
- Experience in managing large-scale outsourcing engagements in a global enterprise.
- Experience in managing end to end OLA/SLA, CSI and quality outcomes from the partner services
- Experience in managing, mentoring SDM’s towards operational excellence with MSP delivery
- Bachelor’s or master's degree in business, IT, or related field.
Your Benefits
- GLOBAL DIVERSITY – Diversity means many things to us, different brands, cultures, nationalities, genders, generations – even variety in our roles. You make us unique!
- ENTERPRISING SPIRIT- Every role adds value. We're committed to helping you develop and grow to realize your potential.
- POSITIVE IMPACT – Make it personal and help us feed the world.
- INNOVATIVE TECHNOLOGIES - You can combine your love for technology with manufacturing excellence – and work alongside teams of people worldwide who share your enthusiasm.
- MAKE THE MOST OF YOU – Benefits include health care and wellness plans and flexible and virtual work options.
Your Workplace
We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.Join us as we bring agriculture into the future and apply now!Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities, or benefits and may change at any time with or without notice.AGCO is proud to be an Equal Opportunity Employer.
