Sr. Director, Engineering - Service Desk and Field Services

Job Purpose and Impact

The Sr. Director,  Service Desk & Field Services leads the global strategy, engineering, and operations of enterprise end-user support services. This role combines deep technical expertise in Service Desk & Field Services with visionary leadership to disrupt and transform how support is delivered across the organization. The ideal candidate brings a strong background in architecture and engineering, with proven experience in ServiceNow platform optimization and the introduction of Generative AI (GenAI) to elevate user experience, automation, and operational efficiency.
A significantly impactful role with the ability to impact delivery of day to day services across and length and breadth  across Cargill  .

A deep commitment to customer-centricity is essential. This role ensures that every engineering decision, process improvement, and technology deployment is grounded in enhancing the end-user experience, driving satisfaction, and delivering measurable business value.

Key Accountabilities

Strategy, Engineering, Innovation & Transformation:

• Define and execute a global engineering strategy aligned with enterprise IT and business goals.
• Leverage deep engineering and architecture expertise to drive hyper-automation, reusable assets, and CI/CD practices.
• Architect scalable, secure, and resilient support solutions using ServiceNow, automation frameworks, and AI technologies.
• Lead the deployment and scaling of GenAI capabilities (e.g., virtual agents, intelligent ticket routing, dynamic knowledge generation).
• Drive a fully self-service support model — eliminating the need for traditional service desk operations.

Customer-Centric Service Leadership:

• Champion a customer-first mindset across service desk and field operations.
• Implement Experience-Level Agreements (XLAs) to elevate user satisfaction beyond SLAs.
• Build data models that enable real-time sentiment analysis and continuous service improvement.

Team Management:

• Leads a high-performing, inclusive team by aligning goals, setting clear expectations, providing feedback and coaching, fostering development, recognizing achievements, and ensuring accountability to drive organizational success.

Commercial Management:

• Strong Financial Acumen with a mindset of running technology as a business. Owns and validates the information technology infrastructure budget to ensure cost effective solutions and expenditures aligned with financial goals.

Vendor Management:

• Owns and directs relationships with vendors and service providers, guiding contract negotiation to ensure the best value and service quality.

Stakeholder Management:

• Nurtures strategic partnerships with key internal and external senior leadership stakeholders, understanding their needs and enabling effective communication to assure project alignment and success.

Qualifications

• Minimum requirement of 8 years of relevant work experience. Typically reflects 12 years or more of relevant experience
• 8+ years of experience in IT operations, service desk leadership, or field services within a large enterprise.
• Demonstrated success in implementing engineering solutions that improve service desk efficiency and scalability.

PREFERRED

• 15 years of relevant work experience. Typically reflects 20 years or more of relevant experience.
• Demonstrated experience leveraging artificial intelligence to enhance IT support capabilities, improve user experience, and drive proactive service delivery.
• Experience in ServiceNow platform optimization
• Experince leading globally dispersed teams within complex organizational structures, fostering collaboration and operational consistency across regions.

#LI-KK1 #themuse  #FGB

Compensation Data

The expected salary for this position is $190,000-$250,000. Compensation varies depending on a wide array of factors including but not limited to the specific location, certifications, education, and level of experience. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled. This position is eligible for a discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance. At Cargill we put people first. As part of your overall rewards, we offer a comprehensive benefit program including medical and/or other benefits dependent on the position offered and hours worked. Visit: https://www.cargill.com/page/my-health/mh-health-and-wellness to learn more (subject to certain collective bargaining agreements for Union positions).

Minnesota Sick and Safe Leave accruals of one hour for every 30 worked, up to 48 hours per calendar year unless otherwise provided by law.