Smithfield Foods

  • Applications Service Delivery Manager – Finance & OTC

    Job Locations
    Information Technology
    FLSA Status
    Corporate - Day Shift
  • Overview

    The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.


    The Applications Service Delivery Manager – Finance & OTC leads the continuous improvement and innovation process for reliable production support using internal resources, third party strategic service partners, and managed service providers. Maintains effective partnership and teamwork with internal and external IT partners and all other IT service teams.  This role will also work closely with the Infrastructure Team to ensure optimal performance for all business applications.


    The Applications Service Delivery Manager – Finance & OTC will oversee the incident resolution process as well as the change process and ensure all ticket queues are appropriately managed and all service KPI’s are met.  They will also identify system performance concerns and system enhancement needs. This role will be critical with any system implementations involving application deployments to ensure IT and its third party strategic service providers or partners are prepared to provide on-going support for daily operations. In addition, this employee will have ongoing responsibilities for identifying and implementing system enhancement and related processes as needed.


    By leveraging your experience, leadership skills, and positive attitude, as well as your understanding of cross-functional relationships, you will help deliver process and technology within in a global environment.



    Responsibilities and tasks are written as follows:

    • Manages the application supportability and stability. Manages the day to day support process and acts as the single point of contact to drive process improvement and innovate to achieve stability and maturity.
    • Develops and sustains effective trusted relationships and partnerships with key partners in order to provide relevant insights, expertise and advice on application transition and support.
    • Helps govern all application production environments with documented protocols and procedures - change management, release management, problem management and incident management.
    • Works with the Integration Manager to ensure EDI, Process Orchestration (PO) and other integration tools and services are stable and meeting business requirements.
    • Works with the Plant Systems and Warehouse Management teams to ensure the plant and warehouse are stable, interfacing correctly and meeting business requirements.
    • Works with the SAP Basis functions to ensure system stability.
    • Works with Application Development team to ensure that enhancements, new development and changes are properly tested and introduced to the production environment through the proper Release and Change Management processes.
    • Communicates updates with progress on open requests and works with the management team to coordinate any planned resource needs for design, testing and implementation support.
    • Ensures effective consultation with internal and external partners in exploring and applying appropriate changes to existing processes / tools and creating new ones.
    • Drives continuous process improvement using metrics and data.
    • Ensures effective application support issue response and resolution in the event of application outages with proactive response team approach and communications as appropriate.
    • Identifies Automation Opportunities and measures tool effectiveness to determine any enhancement required. Implements industry best practices for proactive system monitoring and measurement.
    • Utilizes project management skills to ensure work streams are properly identified and prioritized, resources utilized, timelines met and provides consistent status updates.
    • Serves as Business and IT teams’ main point of contact for any critical system performance issues. Communicates issues impacting daily operations and provides updates on resolution. Works with the Business and IT teams to ensure performance issues are resolved and communicates any identified business impact.
    • Works closely with the various IT Business Relationship Managers and Business Analysts to ensure that the integration of the various portfolio of applications are managed in a sustainable manner that meet the availability of the Business.
    • Manages application maintenance, troubleshooting, corrections for production problems, recommendations for improvement and coordination with other IT Support groups for problem resolution.
    • Partners with cross channel teams to identify opportunities and supports the development of new sustainable best practice approaches.
    • Assists in the development of an annual plan that aligns with the business and the application support function.

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

    • Bachelor's Degree from a regionally accredited four-year college or university in Computer Information Systems, Management Information Systems, Computer Science, Business or related field and 5+ years of relevant experience in IT; or equivalent combination of education and experience.
    • Prior experience in an IT leadership role with specific emphasis and deep working knowledge and experience in the effective technical support of IT applications, preferred.
    • Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance.
    • Ability to lead and manage under conditions of ambiguity and uncertainty. Proven organizational skills in working across organizational boundaries and reporting lines - ability to work in a matrix environment as required.
    • Experience managing in an SAP technical environment including BASIS and SAP’s middleware technologies such as Process Orchestration, formerly XI / PI.
    • Experience managing in an SAP business application environment including ECC, Transportation Management and familiarization with BW / BPC for analytics and reporting.
    • Good working knowledge of EDI.
    • Demonstrated analytical skills, problem-solving abilities and attention to details.
    • Demonstrated ability to understand system capabilities and ability to find ways to improve system performance
    • Strong verbal and written communication skills with ability to effectively communicate with peers and executive leadership
    • Strong leadership and management skills that align with the Smithfield culture. Specific skills include facilitating change, driving operational excellence, and striving for continuous improvement.
    • Experience with project management.

    Supervisory Responsibilities

    This position has no direct supervisory responsibilities but may act as a lead by providing training and guidance to other IT Analysts.

    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Corporate working environment.
    • Noise level in the work environment is moderate.

    Scope/Impact of Job

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Occasionally lift and/or move up to 25 pounds.
    • Specific vision includes close vision and ability to adjust focus.
    • Frequently required to sit, use hands to handle, or feel, and talk or hear.

    EEO/AA Information

    Smithfield is an Equal Opportunity/Affirmative Action (EEO/AA) Employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, status as a protected veteran, status as an individual with disability, or any other protected group status or non-job related characteristic as directed by law.


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