Engineering Lead - Service Desk & IT Service Management Operations
Vylor · Barueri, São Paulo, Brazil
**Join Vylor—Powering the Future of Agriculture** At Vylor, we’re advancing agriculture through breakthrough science—combining elite germplasm, cutting\-edge biotech, and next\-generation expertise in gene editing and molecular breeding. Our portfolio includes trusted industry brands like Pioneer®, Brevant®, and Hoegemeyer®, delivering performance farmers rely on. Join us to help scale innovation globally and shape what’s next in crop science. 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. The **ideal candidate** has a proven track record of leading Service Desk operations and operationalizing ITIL/ITSM practices in a large global or multi\-regional organization. The candidate is comfortable working in a fast\-paced, collaborative, and highly matrixed environment while managing ambiguity, building operational maturity, improving delivery performance, and developing talent. **How does an Engineering Lead work?** * Through Strategic Partnerships: Builds and maintains strong, credible relationships across Corteva IT, strategic partners, and vendors. * Harmonizes Business Needs and IT Strategies: Keeps a secure, differentiated employee and customer experience at the forefront while ensuring business capabilities align with supporting technology products and services. * Enables a High\-Quality IT Product Portfolio: Drives value realization from products, services, interactions, assets, and capabilities as defined by business cases or similar tools. * Monitors IT Products, Platforms, Services, and Service Desk Performance: Regularly reviews metrics and health dashboards to assess availability, productivity, SLA performance, user experience, and service quality; proactively identifies services and service levels to manage business\-partner expectations. **What are the Engineering Lead’s Skills and Behaviors?** * Technology IQ: Grow 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. * 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. **Service Desk \& ITSM Engineering Lead’s 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. * Bui