Engineering Lead - Service Desk & IT Service Mgmt Operations

Who are we and what do we do?

Corteva Agriscience intends to separate into two independent companies on or about October 1, 2026. It is Corteva's current intention that this position will align with the Seed Company, Vylor, at the time of the intended separation. The Vylor innovation engine will be anchored in the agriculture industry's most elite germplasm and transformative biotech. The company will leverage its next generation scientific expertise in disciplines like gene editing and molecular breeding to further strengthen its core business while exploring opportunities to expand to new row crops – and potentially beyond. Vylor will scale these innovations using its leading routes-to-market and by significantly expanding its licensing business.

Engineering Lead – Service Desk & ITSM Operations

The Engineering Lead – Service Desk & ITSM Operations is responsible for setting and executing the vision for IT solutions across a portfolio of products, platforms, and services. This role leads Service Desk operations and the transformation, execution, and continuous improvement of core ITIL/ITSM processes in alignment with service management best practices, 24X7 availability, business continuity, information security, cost effectiveness, and a high-quality end-user experience.

The role leads employees and managed service providers responsible for designing, implementing, and managing Service Desk capabilities, ITSM processes, and enabling platforms such as ServiceNow. This leader ensures reliable, secure, and effective service delivery and reports to the Global IT Operations and Service Management Leader.

Skills and Behaviors

• Technology IQ: Grow in knowledge and understanding of leading and emerging technologies related to their associated technology product families.
• Business IQ: Builds understanding of business partners and their role within Corteva; shares insights through metrics, charts, and status reports to increase visibility and connect work to organizational outcomes.
• Stays Curious: Maintains a deep understanding of Corteva’s strategic and operational challenges and identifies how emerging technologies can address current and future business needs.
• Supports Common Ways of Working: Creates a culture that embraces industry best practices and innovation through collaboration with all internal and external stakeholders.

Primary Responsibilities

Service Desk and ITSM Operations Management: Leads Service Desk operations and the design, deployment, governance, and continuous improvement of ITIL/ITSM practices, including Incident, Major Incident, Request, Problem, Change, Knowledge, Configuration/CMDB, and Reporting.

Troubleshooting and Support: Serves as the leadership escalation point for complex Service Desk issues, Major Incidents, and ITSM process concerns.

Operational Availability: Provides operational leadership and on-call support as needed to sustain 24/7 service availability through Service Desk and Major Incident processes.

Security and Compliance: Implements and enforces security policies and procedures to safeguard data and systems and ensure compliance with applicable standards and regulations.

Documentation: Maintains clear, current documentation of policies, processes, procedures, and operational standards.

Performance Optimization: Identifies opportunities to improve process performance, service quality, and operational efficiency.

Service Desk Performance: Manages ticket queues, escalations, SLA performance, knowledge quality, user communications, and continual service improvement.

Builds and maintains strategic partnerships with product vendors and suppliers.

Maintains high levels of process performance across global and regional operations.

Establishes, maintains, and regularly tests Major Incident processes to ensure alignment with disaster recovery, business continuity, and crisis management plans.

Builds strong connections across IT and maintains a clear understanding of the relationships among infrastructure, information security, applications, and services.

Ensures processes comply with external EPA, FDA, SOX, GDPR, and other applicable regional or local regulations; participates in audits as required.

Develops and maintains close partnerships with Corteva IT functions, including Software Development and Support, ERP, Enterprise Architecture, Portfolio and Program Management, and Cybersecurity.

Provides leadership, coaching, and direction to a highly skilled global workforce of employees and contingent workers.

Incorporates operational excellence standards into daily operations to continually improve performance.

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Proven experience leading Service Desk operations and driving continuous improvement in core ITIL/ITSM processes, including Incident, Major Incident, Request, Problem, Change, Knowledge, Configuration/CMDB, and Reporting.
• 5+ years of experience in ITIL/ITSM process management and Service Desk operations.
• Strong knowledge of ServiceNow, Service Desk workflows, and enabling core ITIL/ITSM processes.
• Familiarity with configuration management, CMDB practices, and related processes, products, and services.
• Excellent problem-solving and troubleshooting skills.
• Ability to communicate technical information effectively to both technical and non-technical stakeholders.
• Excellent product management skills.
• Excellent analytical and critical thinking skills.
• Strong global operations experience preferred.

Other Preferred Qualifications

• ITIL, Agile, or PMP certification.
• Experience in strategy, customer service, and internal consulting.
• Proven success in contributing to a collaborative environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Advanced ITIL certification preferred.