Site Operations and Service Management Leader is accountable for leading global site operations and overseeing the deployment of technology services across enterprise locations and regions. This role ensures consistent, reliable, and high-performing service delivery, serving as the primary point of engagement for end users across both in-person and virtual channels. This includes oversight of Site Operations, Service Management, and Service Desk and TechHub capabilities, which collectively serve as the frontline interface to the business and ensure the availability, performance, and reliability of IES technology products and services.

In parallel, the role owns the IT service management ITSM platform as a core enterprise capability within Integrated Enterprise Systems IES, defining how services are managed, measured, and continuously improved. This includes end-to-end ownership of key service management processes, including incident, problem, change, and request management, along with observability capabilities that provide visibility into platform health and performance. Through these responsibilities, the role enables reliable service delivery that supports business continuity, operational performance, and workforce productivity across the Vylor technology ecosystem. The role operates with a high degree of ownership, leading day-to-day service delivery while establishing standards and ensuring consistent execution across regions in partnership with Core Technology leadership, with accountability for building and leading a global organization.

The role reports to the Core Technology and Foundational Infrastructure Leader.

How does a Site Operations and Service Management Leader Work?

• Through Strategic Partnerships: Builds strong relationships across business leaders, site leaders, IT teams, and external partners to ensure alignment on service delivery and user experience.
• Harmonizes Business Needs and Service Delivery: Translates business requirements into scalable site operations and service management capabilities.
• Enables a High-Quality Service Portfolio: Drives value realization through ITSM platforms, site operations, and consistent service delivery.
• Monitors Operational Health: Reviews enterprise-wide metrics across availability, service levels, incident trends, observability insights, and end user experience.
• Leadership Presence and Decision Making: Communicates tradeoffs clearly and makes well-informed decisions to maintain stable and efficient operations.
• Organizational Leadership: Builds and develops strong global teams across site operations, Service Desk, TechHub, and service management functions.
• Platform Ownership with Regional Execution: ITSM defines standards; site operations, Service Desk, and TechHub ensure consistent execution and high availability of IES products and services.
• Enterprise Decision Leadership: Leads site operations and ITSM decisions within governance forums, ensuring alignment and consistency across the enterprise

What are the Site Operations and Service Management Leader’s Skills and Behaviors?

• Technology IQ: Strong understanding of IT operations, service management platforms, observability, and infrastructure service delivery.
• Business IQ: Understands how service delivery and operational performance directly impact productivity and business continuity.
• Service Management Expertise: Deep understanding of ITIL practices including incident, problem, change, and request management.
• Operational Leadership: Proven ability to lead global site operations and distributed service delivery organizations.
• Powerful Communicator: Clearly conveys operational performance, risks, and tradeoffs across business and technology stakeholders.
• Execution Leadership: Drives reliable, scalable, and high-quality service delivery across regions.
• Partnership Mindset: Works effectively across domains, platforms infrastructure, and security teams.
• Continuous Improvement: Builds operational maturity through metrics, standardization, and process improvement.
• Global Leadership Capability: Leads distributed teams and ensures consistent delivery across geographies.

Primary Responsibilities - How will you help us Grow!

• Lead global site operations, ensuring consistent and high-quality delivery of infrastructure, platform, and end user services across locations and regions.
• Serve as the primary interface between IT and the business for service delivery and user experience.
• Provide leadership and oversight of the Service Desk and TechHub, ensuring high-quality support and consistent user experience across virtual and in-person channels; establish and drive performance standards including responsiveness, resolution quality, and user satisfaction.
• Ensure a seamless and consistent end user experience across all engagement channels, including physical locations, remote support, and self-service capabilities.
• Own and operate the IT service management platform, including strategy execution, product lifecycle management, and platform optimization.
• Define and evolve ITSM capabilities across incident, problem, change, and request management.
• Own and enforce service level agreements and objectives (SLAs/SLOs), ensuring platform performance aligns to defined availability, responsiveness, and reliability targets.
• Lead major incident management, including cross-functional coordination, escalation, and communication to ensure rapid restoration of services and minimal business impact.
• Lead ITSM platform governance, including ServiceNow and related service management tools.
• Establish and enforce standards across service management processes, tools, and workflows.
• Lead global operations center capabilities, including monitoring and proactive issue detection through observability platforms that enable faster incident detection, reduced mean time to resolution, and improved service reliability.
• Ensure high levels of availability, performance, and reliability across enterprise systems and services.
• Define and operate enterprise production health dashboards that provide a consolidated view of platform availability, performance, and service reliability across the Vylor digital ecosystem.
• Establish and standardize key performance indicators (KPIs) and service level objectives (SLOs) across site operations, Service Desk, TechHub, and ITSM to ensure consistent measurement and reporting across all platforms.
• Translate observability and operational data into actionable insights, enabling proactive management of platform health, improved decision making, and clear communication of service performance to business and technology leadership.
• Define and track key performance indicators related to service quality, availability, and user experience.
• Establish, maintain, and regularly test disaster recovery and business continuity processes across services and regions.
• Drive adoption of ITIL and service management best practices across the organization.
• Build operational maturity and standardized service delivery models across regions.
• Ensure ITSM and site operations capabilities are tightly integrated with infrastructure, application, data, and enterprise platforms to enable a cohesive and reliable technology ecosystem.
• Partner with infrastructure, application, security, and enterprise platform leaders to deliver integrated and reliable service execution.
• Manage external service providers and managed service relationships.
• Ensure compliance with regulatory requirements including SOX, FDA, and audit standards.
• Build, lead, and develop a global organization across site operations, Service Desk, TechHub, and service management.
• Drive operational excellence through standardization, automation, and continuous improvement.

Education and Experience – What you will bring to the table!

• Bachelor's degree in related field.
• 10 to 15 years of experience in IT operations, service management, or infrastructure.
• 10 plus years in leadership roles.
• Proven experience operating ITSM platforms and global service delivery at enterprise scale.
• Experience leading globally distributed site operations and service delivery teams.
• Strong operational, financial, and service delivery management experience.
• Experience operating within a product and platform-oriented organization.
• Proven ability to lead in highly matrixed environments.
• Deep experience leading IT operations, service management, and site operations at scale.
• Experience with ServiceNow and enterprise ITSM platforms.
• Strong understanding of ITIL frameworks and operational best practices.
• Experience leading global operations centers and observability capabilities.
• Experience managing large-scale service delivery organizations.
• Familiarity with automation and modern IT operations practices.
• Experience operating in regulated environments.
• Experience operating in a product and platforms operating model.
• Certifications in ITIL, Agile, PMP, or related disciplines.

This role is responsible for ensuring that technology services are delivered consistently, reliably, and effectively across the enterprise while defining how those services are managed through the ITSM platform. The ideal candidate brings strong operational leadership, service management expertise, and execution discipline to lead global site operations, serve as the primary face of IT to the business, and drive high-quality service delivery at global scale.

Benefits – How We’ll Support You:

• Numerous development opportunities offered to build your skills

• Be part of a company with a higher purpose and contribute to making the world a better place

• Health benefits for you and your family on your first day of employment

• Four weeks of paid time off and two weeks of well-being pay per year, plus paid holidays

• Excellent parental leave which includes a minimum of 16 weeks for mother and father

• Future planning with our competitive retirement savings plan and tuition reimbursement program

• Learn more about our total rewards package here -

• Check out life at Corteva!www.linkedin.com/company/corteva/life

Are you a good match? Apply today! We seek applicants from all backgrounds to ensure we get the best, most creative talent on our team.