Manager, North America Service Management
About The Position
The Manager, North America IT Service Management is responsible for ensuring the reliable, efficient, and consistent delivery of IT services across the region. This role plays a critical part in advancing Ingredion’s global IT Service Management (ITSM) strategy through the adoption of ITIL best practices, process excellence, and a focus on enhancing the digital employee experience. You will partner closely with global IT teams, regional Field Services, and business stakeholders to deliver high-quality IT services that enable productivity and operational success. The ideal candidate is a hands-on leader with a passion for service excellence, analytics, and continuous improvement within a global, matrixed environment.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 3–5 years of IT Service Management experience in a global or regional capacity within an ITIL-aligned environment.
- Proven experience managing end-to-end ITSM processes and service delivery performance.
- Strong proficiency with ServiceNow or other enterprise ITSM platforms.
- Demonstrated ability to define, track, and analyze KPIs, SLAs, and service metrics to drive measurable improvement.
- Excellent communication, stakeholder engagement, and cross-functional collaboration skills.
- Experience working in a matrixed, global organization with multiple regional partners and priorities.
- ITIL v3 or v4 Foundation certification required; Intermediate or Managing Professional certification preferred.
Nice To Haves
- Analytical mindset with a data-driven approach to service management and decision-making.
- Strong organizational skills and ability to manage multiple priorities in a dynamic environment.
- Collaborative leadership style with a focus on influencing without direct authority.
- Passion for operational excellence, digital transformation, and customer experience.
Responsibilities
- Lead the regional implementation and execution of Ingredion’s ITIL-based IT Service Management framework, including: Incident & Major Incident Management, Problem Management, Change & Request Management, Configuration Management, Knowledge Management, Availability Management, and Service Catalog and Service Transition (Change to Run).
- Monitor and report on KPIs, SLAs, and service performance metrics to ensure accountability, transparency, and operational excellence.
- Drive continuous improvement by analyzing trends, identifying opportunities, and implementing corrective and preventive actions.
- Oversee Field Services operations within North America to ensure consistent and exceptional end-user experiences.
- Partner with Procurement and Finance to manage regional IT invoice and order management processes.
- Collaborate with Organizational Change Management (OCM) and Communications teams to develop effective stakeholder communication plans and support adoption of IT initiatives.
- Promote self-service capabilities, automation, and knowledge sharing to improve efficiency and user satisfaction.
- Participate in global ITSM governance forums, representing regional needs and ensuring alignment with Ingredion’s enterprise standards.
Benefits
- Competitive salary and performance-based pay
- Health, long-term savings, and resources for your physical, mental, and emotional well-being
- Flexible Work Arrangements
- Learning, training, and development opportunities, including tuition reimbursement
- A culture of real-time appreciation, with personalized recognition rewards globally
- Exclusive discounts on everyday products, services, and travel
- medical, dental and vision coverage
- 401(k) plan with an competitive company match
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What This Job Offers
Job Type
Full-time
Career Level
Manager
