Sr. Manager, IT Service Management

Nutrien • Deerfield, IL

3d

About The Position

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.   

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders.  Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien. 

Requirements

• Post‑secondary education in a relevant field such as Computer Science, Information Management, or MIS, or an equivalent combination of training and experience.
• A minimum of five years of experience in IT service management or a closely related leadership role.
• Strong proficiency with Microsoft Office tools including Word, Excel, PowerPoint, Teams, Project, Visio, and Outlook.
• Proven experience leading IT service management functions in a large‑scale enterprise environment.
• Demonstrated ability to design, implement, and mature IT service management processes and procedures.
• Excellent communication, collaboration, and stakeholder engagement skills.
• Strong analytical and problem‑solving abilities with attention to detail.
• Solid understanding of IT infrastructure concepts and industry trends.
• Experience working in a large enterprise production environment supporting critical, real‑time services.
• Deep knowledge of IT service management frameworks and best practices, particularly ITIL.
• ITIL certification at the Foundation level or higher is required; additional relevant certifications are considered an asset.
• Hands‑on experience with ITSM and operational tooling such as ServiceNow, Azure DevOps, or PagerDuty.
• Familiarity with monitoring and observability tools such as Splunk, AppDynamics, or similar platforms.
• Working knowledge of servers, networks, cloud platforms, and enterprise technologies is an asset.

Nice To Haves

• Experience with Power BI development is an asset.
• ITIL certification at the Foundation level or higher is required; additional relevant certifications are considered an asset.
• Working knowledge of servers, networks, cloud platforms, and enterprise technologies is an asset.

Responsibilities

• Provide strategic direction and governance across all ITSM practices, ensuring alignment with business goals and expected outcomes.
• Shape the long‑term roadmap for core practices including CMDB/Service Configuration, IT Asset Management, Event, Request, and Release Management.
• Integrate automation and AI into practice workflows to improve efficiency, consistency, and service quality.
• Stay current with emerging technologies, ITSM trends, and industry practices to guide innovation and inform future operating models.
• Oversee Major Incident, SWAT, and Root Cause Analysis practices to reduce the frequency and business impact of service‑disrupting incidents.
• Lead the evolution of Change and Release Management to minimize operational and business risk from changes.
• Partner with the IT Operations Center to ensure key ITSM practices are embedded in daily operations and future operating models.
• Own and maintain the standards, policies, and operating frameworks used by Practice Managers.
• Serve as the primary stakeholder connection point, ensuring expectations are aligned and practices support business needs.
• Own service performance metrics and reporting, ensuring SLAs, KPIs, and commitments are consistently met and continuously improved.
• Provide leadership, guidance, and support to Practice Managers, ensuring practices operate cohesively across the organization.
• Conduct performance reviews, provide coaching and feedback, and support career development for team members.
• Manage day‑to-day people leadership responsibilities, including workload balancing, goal setting, and fostering a healthy, accountable culture.
• Manage relationships with third‑party vendors and contracted service providers to ensure quality and performance.
• Work closely with business leaders across functions to ensure ITSM practices support organizational priorities and evolving enterprise needs.
• Build, mentor, and lead high‑performing, diverse teams while working transparently and collaboratively with peers.
• Engage appropriately with audit, regulatory, risk, and compliance functions to ensure adherence to required controls.
• Support governance of disaster recovery, business continuity, and resilience processes.
• Oversee budgeting and resource planning for ITSM functions to ensure services are delivered efficiently and cost‑effectively.

Benefits

• comprehensive medical, dental, vision coverage, and life insurance and well as disability coverage for positions working more than 30 hours per week
• retirement program that encourages our employees to save for the longer term, with generous matching employer contributions
• paid vacation, sick days and holidays as well as paid personal and maternity/parental leaves and an Employee and Family Assistance Program
• annual incentive plan and long-term incentive plan

What This Job Offers

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