Sr. Director, Engineering - Service Desk and Field Services

Cargill’s size and scale allows us to make a positive impact in the world. Our purpose is to nourish the world in a safe, responsible and sustainable way. We are a family company providing food, ingredients, agricultural solutions and industrial products that are vital for living. We connect farmers with markets so they can prosper. We connect customers with ingredients so they can make meals people love.

And we connect families with daily essentials — from eggs to edible oils, salt to skincare, feed to alternative fuel. Our 160,000 colleagues, operating in 70 countries, make essential products that touch billions of lives each day. Join us and reach your higher purpose at Cargill.

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 Service Now 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.

• 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 Service Now, 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.

• 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.

• 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.

• 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.

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

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

• 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.

• 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 Service Now platform optimization
• Experince leading globally…