Manager, North America Service Management

Ingredion • Westchester, IL

5d • Hybrid

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
• Medical, dental and vision coverage
• 401(k) plan with an competitive company match
• Learning, training, and development opportunities, including tuition reimbursement
• Employee Recognition Program
• Employee Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager