Infrastructure & Operations Leader - IT Operations and Service Management
Location
Barueri, SP | Brazil
Job description
Description
- The Infrastructure & Operations Leader – IT Operations is responsible for setting and realizing the vision for IT solutions within their portfolio of products, platforms, and services, and transforming the IT organization by delivering industry best practices supporting service management and IT operations service delivery with particular focus on product management, 24X7 availability, business continuity, high-quality end user experience, information security, and cost effectiveness. The role enables end-to-end value realization through a team of IT Product Owners, who oversee a clearly defined suite of product families that balance common technology patterns with clear end-to-end accountabilities. This role reports to the Global IOCS Leader, and serves on the Infrastructure, Operations, Cloud, and Service Management (IOCS) leadership team.
- The position's product, platforms and services portfolio include solutions such as: ITIL and IT Service Management, Global Operations Center, Operations Health, Metrics and Reporting, and our Service Now global platform.
- The ideal candidate for this position has a proven track record of leading and deploying IT operations for a large global, or multi-regional organization. This includes leading the deployment of our Service Now Platform, adoption of ITIL and Service Management practices, and implementing our new IT global operations center. 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.
How does a IT Operations and Service Management Leader work?
- Through Strategic Partnerships:Build and maintain strong and credible relationships across Corteva IT
- Harmonizes 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.
- 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 and Measures All IT Products, Platforms, and Services: Regularly review metrics and health dashboards to assess availability and productivity of not only the products within their portfolio, but that of the Corteva enterprise; proactively identifies services and service levels to manage business-partner expectations
What is an IT Operations and Service Management Leader's Skills and Behaviors?
- Technology IQ: Grow in knowledge and understanding of leading and emerging technologies and IT operations practices related to their associated technology product families. Participate in industry peer groups to understand industry trends.
- Business IQ: Build an understanding of their business partners and how they fit within Corteva overall; participate in industry peer groups to understand industry trends.
- Powerful Communicator: convey intention for mutual understanding of risk and reward.
- Effective IT Partnership Management: Understands how to negotiate and manage operations through use of Managed Services Agreements (MSA) or other third-party relationships and activities.
- Stays Curious: Deep understanding of Corteva strategic/operational challenges and determines how to meet current and emerging 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
What is an IT Operations and Service Management Leader's Primary Responsibilities?
- Setting and realizing the vision for IT solutions for their aligned set of product families
- Lead and drive sustainable operations for IOCS and in many cases for all of Corteva IT. This includes critical services such as incident, problem, and change management, along with other ITIL services.
- Frequent interactions with IT Product Owners to better understand current and future operational needs related to IT Service Management, monitoring and reporting or other products and services within their portfolio
- Deployment and oversight of a Corteva IT Global Operations Center who mission is monitoring and proactive avoidance of production issues and impacts
- Responsible for end-to-end product management for their portfolio, including financials. Ensures that products and services deliver expected value
- Maintain high levels of security, availability, performance, and scalability of infrastructure operations
- Establish, maintain, and regularly test robust disaster recovery / business continuity plans and processes for their portfolio
- Establish 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
- Effectively manage external service providers and IT services agreements I.e. SLA's and OLA's
- Ensure personnel and infrastructure are in compliance with external FDA & SOX regulations. Participate in audits as required
- Develop and maintain close partnerships with associated functions within Corteva IT including Software Development and Support, ERP, Enterprise Architecture, Portfolio and Program Management, and Cybersecurity
- Proactively advises ITLT on technology opportunities and innovation
- Works with business and IT leaders to determine investment portfolio for each product family and product therein. This includes total product lifecycle financial management.
- Seek, embrace, and maintain strategic partnerships with product vendors and suppliers
- Provides leadership, coaching and direction to a team of highly skilled global workforce of employee and contingent workers
- Incorporate operational excellence standards into daily operations to continually improve performance
Qualifications
Position Requirements & Critical Experience – What You will Bring
- Minimum 10+ years in IT with 5+ years in leadership roles focused on leading IT Service Operations, and\or product management for Infrastructure and Operations
- Bachelor's degree, or similar experience, in Computer Science, Information Technology, Business Administration, Engineering, or relevant field
- Excellent Process Management skills
- Excellent product management skills
- Strong written and oral communication skills
- Excellent analytical and critical thinking skills
- Strong ability to engage with a global team and provide coaching and oversight
- Strong organizational skills to manage multiple tasks within the constraints of timeline and budget
- Ability to thrive in a fast-paced environment, learn rapidly and master diverse technologies and techniques
Other Preferred Qualifications:
- ITIL, Agile PMP certification
- Operating in an Infrastructure as Product (IaP) environment
- Service Now certification and\or equivalent experience
- Experience in strategy, customer service, and internal consulting
- Excellent project and program management skills
- Good financial acumen and financial analysis skills
- Proven success in contributing to a collaborative environment
- Proven ability to work creatively and analytically in a problem-solving environment
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