The Regional IT Service Delivery Lead is responsible for providing a multi-channel IT support experience to Corteva employees.
They execute operational IT activities as well as supporting the delivery of local field services teams to meet and exceed our users’ expectations.
This includes managing all local IT infrastructure, supporting the implementation and user adoption of IT systems and solutions and functioning as a super user.
They act as project leads for local IT projects and project team members for Global IT projects. The Regional IT Service Delivery Lead is an active contributor to the Regional IT Operations team.
As an infrastructure and technology expert they contribute by :
Executing all local IT operational activities : infrastructure, compute, end user computing, telecom etc.
Supporting the delivery of the local field services teams.
Supporting the implementation of IT systems and projects.
Lead local IT projects.
As a builder they contribute by :
Collaborating with employees to understand employee needs and identifying technology solutions that enhance the employee experiences.
Monitoring KPIs and user satisfaction and develop action plans to address areas needing improvements.
Driving the adoption of a multi-channel experience including tools and capabilities around the Service Desk.
Ensuring efficient, effective, and aligned IT operational processes at Corteva.
As an operator they contribute by :
Functioning as a super user, carrying out user training, change management and ensuring regular IT communication at local levels.
Acting as an escalation point and driving issue resolution by managing the interaction across IT teams, internal and external.
Local vendor engagement, ensuring service to agreed SLA’s.
What are the Regional IT Service Delivery Lead competencies / qualifications?
Bachelor’s degree required; Preferred in Computer Science, Computer Information Systems or related field.
5 to 10 years of work experience in Information Technology or related experience required.
Solid experience in End User Computing environment using Windows based desktops and laptops (Windows 7 and higher) and Apple iOS mobiles.
Industry leading certification like ITIL & PMP and knowledge of ServiceNow tool a plus.
Knowledge of Microsoft SharePoint, Microsoft Office 365, PowerApps, and mobile computing devices is expected.
Focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness.
Project management advantageous.
People Leader experience advantageous, but not required.