Site Operations and Service Management Leader (ITSM)

TL;DR

Site Operations and Service Management Leader (ITSM): Leading global site operations and the deployment of technology services across enterprise locations with an accent on ITSM platform ownership and service reliability. Focus on designing scalable service delivery models, managing major incidents, and optimizing the ServiceNow ecosystem to ensure business continuity.

Location: Des Moines, Iowa, United States

Company

hirify.global is a leading agricultural science company currently preparing to separate its seed business into a new independent entity called Vylor.

What you will do

• Lead global site operations and high-quality delivery of infrastructure, platform, and end-user services across all regions.
• Own the IT service management (ITSM) platform strategy, product lifecycle, and optimization, specifically focusing on ServiceNow.
• Manage the Service Desk and TechHub to ensure a seamless and consistent user experience across virtual and in-person channels.
• Define and enforce SLAs/SLOs and lead major incident management to ensure rapid service restoration and minimal business impact.
• Establish production health dashboards and KPIs using observability platforms to provide visibility into platform performance.
• Develop, maintain, and regularly test disaster recovery and business continuity processes across global services.

Requirements

• Bachelor's degree in a related field.
• 10-15 years of experience in IT operations, service management, or infrastructure.
• 10+ years of leadership experience managing globally distributed teams in matrixed environments.
• Deep expertise in ITIL frameworks and operational experience with ServiceNow at enterprise scale.
• Experience operating within regulated environments, including compliance with SOX and FDA standards.
• Must be based in Des Moines, Iowa, United States.

Culture & Benefits

• Comprehensive health benefits for employees and their families starting on the first day of employment.
• Generous time-off policy including four weeks of paid vacation and two weeks of well-being pay per year.
• Extensive parental leave providing a minimum of 16 weeks for both mothers and fathers.
• Competitive retirement savings plan and tuition reimbursement program for continuous learning.
• Opportunity to work within a purpose-driven organization focused on global agricultural innovation.