ENGINEERING LEAD – ITSM OPERATIONS

DescriptionWho are we, and what do we do?AtCorteva Agriscience, you will help us grow what’s next.
No matter your role, you will be part of a team that is building the future of agriculture – leading breakthroughs in the innovation and application of science and technology that will better the lives of people all over the world and fuel the progress of humankind.
orteva Agrisciencehas an exciting opportunity for anEngineering Lead – ITSM Operations.
he Engineering Lead – ITSM Operations is responsible for setting and realizing the vision for IT solutions within their portfolio of products, platforms, and services.
This includes leading the transformation and evolution of all core ITSM processes in alignment with ITIL service management, 24X7 availability, business continuity, high-quality end user experience, information security, and cost effectiveness.
You will lead a team of talented employees and managed service provider responsible for designing, implementing, and managing our core ITSM processes and enabling it through our ServiceNow platform.
You will be the leader for ITSM operations, ensuring the reliability, security, and performance of our processes.
This role requires a combination of ITSM/ITIL expertise, leadership skills, and the ability to collaborate with cross-functional teams.
This role reports to the Global IT Operations and Service Management Leader.
he ideal candidate for this position has a proven track record of leading and deploying ITSM practices and processes into an operational state in a large global, or multi-regional organization.
The candidate needs to be comfortable working in a fast-paced, collaborative, and highly matrixed environment.
This includes working with ambiguity, creating operational maturity vs.
having it already in place, and have successful experience managing operations and hiring and developing talent.
ow does an Engineering Lead work? Through Strategic Partnerships.
Build and maintain strong and credible relationships across Corteva IT and our strategic partners and vendors.
armonizes Business Needs and IT Strategies.
Keeps a secure and differentiating employee or customer experience at the forefront of all they do.
Oversees clear business capability definition and ensures alignment to technology products and services are in place to support.
nables a High-Quality IT Product Portfolio.
Drives value realization from products, services, interactions, assets, and capabilities as defined by business cases or similar tools.
onitors IT Products, Platforms, and Services.
egularly review metrics and health dashboards to assess availability and productivity of the products in their portfolio; proactively identifies services and service levels to manage business-partner expectations.
What are the Engineering Lead’s Skills and Behaviors? Technology IQ.
row in knowledge and understanding of leading and emerging technologies related to their associated technology product families.
Participate in industry peer groups to understand industry trends.
usiness IQ.
uild an understanding of their business partners and how they fit within Corteva overall; participate in industry peer groups to understand industry trends.
Accountable to share insights through metrics, charts, status reports, to bring visibility into work being done.
Communicates regularly, how their actions contribute to the success of the organization.
tays Curious.
Deep understanding of Corteva strategic/operational challenges and determines how to meet current and emerging business needs.
Stay aware of new and emerging technologies, and their potential value to Corteva.
upports Common Ways of Working.
reates a culture that embraces industry best practices and innovation through collaboration with all internal and external stakeholders.
Responsibilities – How will you help us grow? ITSM Operations Management.
Lead the design, deployment, and continuous improvement of ITSM Practices.
Implement best practices for system security, performance optimization, and governance.
roubleshooting and Support.
Act as leadership point for complex Major Incidents (MI) or any complex ITSM related issues.
rovide on-call support as needed to ensure 24/7 system availability via MI Process.
ecurity and Compliance.
Implement and enforce security policies and procedures to safeguard data and systems.
Ensure compliance with industry standards and regulations.
ocumentation.
Maintain detailed documentation of policies, processes, and procedures.
erformance Optimization.
Identify opportunities for process performance improvements and implement enhancements.
eek, embrace, and maintain strategic partnerships with product vendors and suppliers.
aintain high levels of process performance across all groups and regional operations.
stablish, maintain, and regularly test of our Major Incident Processes to ensure continuity with disaster recovery / business continuity / crisis mgmt.
plans and processes for their portfolio.
stablish strong connections between the respective teams within IT.
They should have a deep understanding of the interdependent relationship between infrastructure, information security and the applications/services.
nsure processes are in compliance with external EPA, FDA & SOX regulations and any other relevant regional or local regulations (e.
.
GDPR).
Participate in audits as required.
evelop and maintain close partnerships with associated functions within Corteva IT including.
Software Development and Support, ERP, Enterprise Architecture, Portfolio and Program Management, and Cybersecurity.
rovides leadership, coaching and direction to a team of highly skilled global workforce of employee and contingent workers.
ncorporate operational excellence standards into daily operations to continually improve performance.
Qualifications What expertise have you grown – What do you bring to the table? Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
roven experience in driving continuous improvement in core ITSM processes (Change/ Release, Incident, Problem, Knowledge, Configuration/CMDB, Service Request, Demand, Reporting).
+ Years of experience in ITIL / ITSM (Implementation and Operations).
trong knowledge of Service Now and enabling key core ITSM processes.
amiliarity with configuration management and CMDB and underpinning processes, products and services.
xcellent problem-solving and troubleshooting skills.
bility to communicate technical information effectively to both technical and non-technical stakeholders.
xcellent product management skills.
xcellent analytical and critical thinking skills.
trong ability to engage with a global team and provide coaching and oversight.
trong organizational skills to manage multiple tasks within the constraints of timeline and budget.
bility to thrive in a fast-paced environment, learn rapidly and master diverse technologies and techniques.
Other Preferred Qualifications.
ITIL, Agile, PMP certification(s).
xperience in strategy, customer service, and internal consulting.
roven success in contributing to a collaborative environment.
roven ability to work creatively and analytically in a problem-solving environment.
trong operations experience with global footprint strongly preferred.