Cargill Global Service Delivery Manager – Finance in Bangalore, India

Global Service Delivery Manager – Finance

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 150,000 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.


This position is responsible fordelivering and managing the end-to-end services for the assigned Finance applicationswithin Global IT, ensuring services are provided and continuously improving.This role is responsible for designing, building, sustaining, pricing, andenhancing the service, including service delivery and cost recovery.This position will drive application standardization forthe applications, and will collaborate with Portfolio Lead,BUleadership and BRMs to understand the business outcomes of the service, andwith architects, technology brokers, and external service providers tounderstand the underlying technologies. This position will track serviceKPIs to drive ongoing improvements in service delivery performance. Thisposition will be responsible for setting and executing the strategic vision ofthe team, ensuring the team is delivering on its promises to the business, andcreating a high performing environment through talent management and peopleleadership..

Thisposition will need to provide broad oversight and guidance for amedium-size team with a moderate scope of activities with Financeapplications delivery organization , and oversees highly complex application supportactivities requiring deep and extensive application support knowledge.Leads, advises and makes decisions on all major application support activitiesor projects with medium term outlook. Activities include:relationship and service management, application implementation and releasemanagement, break/fix problem resolution, application monitoring andmaintenance, and continuous improvement.

The Global Service Manager for Financewill be key member of Finance Global Portfolio. He will be closely working withGlobal Portfolio leads to ensure that Vendors provide adequate support for allthe applications in the portfolio. He will have a team of people reporting tohim and will be the escalation contact for issues related with applications inthe portfolio. He will also act as a link between Portfolio and other internalIT teams.

This position will have responsibilities in the following areas:

  • Participatesin developing the service strategy for the assigned Finance applications.

  • Leadershipof development and sustain activities for the applications

  • Createan annual strategy to develop and enhance the applications.

  • UnderstandsIT service cost drivers and connects cost of service to consumption drivers

  • Reviewsbusiness requests for service enhancements and undertakes cost evaluation,standards reviews, and prioritization

  • Guidescontinuous improvement efforts for the applications.

  • Meetswith service architects to discuss impact of new technologies and thearchitecture roadmap

  • Managesthe SLAs for the E2E Service (internal – Business Partners / external – Vendors& 3rdparty partners)

  • Drivesstandardization (versus customization) of the applications.

  • ResponsibleforFinanceapplications alignment with peer E2E applications owners.

  • Responsiblefor service descriptions for E2E Service Catalogue.

  • Responsiblefor partner relationship management


  • Developsrelationships and interacts with application users to develop a deep andextensive understanding of the business and goals. Keeps an open channel ofcommunication with users and provides broad oversight and guidance onapplication support requests and needs.

  • Providesbroad oversight and guidance for a medium-size team which communicates andinteracts directly with application users via telephone, email or web interfaceto provide solutions for moderate to strategic and highly complex applicationissues, questions or support tickets.

  • Developsand maintains relationships and acts as an escalation point for internal ITmanagers and supervisors as well as third-party vendors on highly criticalissues.

  • Utilizesdeep and extensive application support knowledge to review and/or approve thedevelopment and facilitation of application training sessions as requested bybusiness users.

  • Has adeep and extensive understanding of service level agreements to lead and/or actas a key participant in the development and/or approval of service expectationsand offerings.

  • Reviewsand analyzes the documentation and tracking of support services provided,including incidents and user requests, using

  • Cargill'sincident tracking software.

  • Utilizesdeep and extensive application support knowledge and is accountable forensuring application technology complies with Enterprise Architectureframework. Reviews/approves and/or provides input to application frameworkvariances as needed.

  • Participatesin working groups to develop or update target architectures.


  • Providesbroad oversight for release management processes and the programming,configuration, testing and deployment of fixes or updates for applicationversion releases.

  • Includesproviding oversight on the installation of patches, updates, and releases ondevelopment, test, quality assurance and production systems

  • Performsand/or reviews and approves analysis on highly complex, medium to long-termimplementations of solutions considering cost, reliability, performance andbusiness strategy

  • Partnerswith application development managers and supervisors and provides strategicadvice or guidance for new development efforts that will need to be supported.

  • Recommendsdecisions regarding support transition guidelines.

  • For amedium-size team, oversees moderate to advanced and highly complex changerequest handling and effective change controls specifically relating tobusiness unit and enterprise-wide implications.

10% Accountability Category #3: BREAK /FIX PROBLEM RESOLUTION

  • Performsbroad reviews on incoming incident tickets and/or user requests and ensuresthey are given the appropriate priority in accordance to service levelagreements.

  • Overseesand guides a team in moderate to highly complex incident and problem resolutionby troubleshooting or researching technical application issues and offeringproactive and reactive application support to the end user.

  • Utilizesdeep and extensive application support knowledge to approve and/or developstandards for troubleshooting documentation to assist in the resolution orelimination of incidents.

  • Ensuresadequate coverage of application support by working with supervisors andapplication support analysts to develop an on-call rotation team which respondsto critical application issues outside of normal working hours as needed.


  • Providesgeneral guidance and tactical leadership to a team performing moderately tohighly complex technical aspects of application upgrades and enhancements

  • Consolidatesfeedback on recurring incidents and uses a deep and extensive knowledge ofproblem management methods to prioritize efforts and direct a team inidentifying and resolving underlying root causes of incidents.

  • Developsand/or approves processes and procedures and oversees the administration andmaintenance of user access for a moderate-size scope of application(s).

  • Providesbroad oversight for projects related to risks and controls.

  • Overseesand provides advanced direction to a team monitoring applications withsignificant business impact. May assist in monitoring activities whichtypically include addressing highly complex issues with data interfacing,reporting, system status and/or other application-specific tests.

  • Respondsto highly complex planned and unplanned outages by identifying and coordinatingnecessary resources and providing updates to leadership as appropriate.

  • Has adeep and extensive knowledge of Cargill technology, compliance standards,industry trends and developments.

10 Accountability Category #5:CONTINUOUS IMPROVEMENT

  • Maintainsa close partnership with business managers and supervisors to identify gaps insupport processes and direct efforts in developing solutions

  • Identifiescollaboration opportunities with other support team managers and supervisorsand acts as a lead in the development and improvement of processes, complexenterprise-wide solutions and action on items important to businesscontinuation.

  • Reviewsand approves recommended improvements for moderate to advanced and highlycomplex application- specific support processes and procedures.

  • Utilizesdeep and extensive application support knowledge to review and assess theresearch, evaluation and recommendations of technology solution alternatives.


  • Accountablefor setting and managing the budget for team.

  • Maylead the selection of staff and other employees; determines resource needs,plans for future workforce needs, and approves selection decisions.

  • Responsiblefor aligning overall team resources to execute against short term and long-termstrategies and meeting application support objectives.

  • Providesgeneral guidance to direct reports in the areas of application support forhighly complex, medium-term application support activities and projects.


Required Qualifications

  • Experience in service deliverymanagement and Service introduction

  • Bachelor’s Degree (±16 years) in IT,or Computer Science

  • 15 years of IT and business /industry work experience, with at least 5 years of experience in managing alarge distributed team.

  • 5 years’ experience managing Trading/ Treasury and HR applications including support & maintenance

  • 7 years of people managementexperience.

  • Demonstrates ability to lead ChangeManagement efforts

  • Ability to Deliver Results (Quality& Benefits)

  • Strong collaboration and influencingskills

  • Demonstrates ability to be successfulin ambiguous situations

  • Demonstrates experience owning andnegotiating SLA’s/OLA’s

  • Demonstrates experience managingcost/quality/schedule controls

  • Demonstrates experience in multipleareas of operations e.g. Break-fix, Managing Services, etc.

  • Demonstrates leadership skills;ability to lead global teams

  • Experience managing for ITILprocesses

  • Experience working in a global,matrixed, leveraged organization

  • Experience anticipating emergingissues, problem solving and implementing new business solutions across processdata and technology

  • Experience interacting effectively,confidentially and appropriately with various levels management and customers

  • Ability to work across multiplegroups and geographies to solve operations problems and avoid continuity risk

  • Business fluency in English and locallanguages as defined

  • Ability to travel up to 20 %

Job Information Technology

Primary Location India-KA-Bangalore

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: BAN02091