Manager, North America IT Service Management

Ingredion; Westchester (IL); Hybrid; USD 124,000 - 165,000; Full time

Benefits offered by this job

Total rewards package

Flexible work arrangements

Career growth

Job summary

Ingredion Incorporated in Westchester, Illinois, invites you to join as Manager, North America IT Service Management. You will lead the regional implementation of an ITIL-based ITSM framework, drive KPI and SLA performance, and partner with global IT teams to deliver reliable services across North America.

You should have a bachelor’s degree in IT or computer science, 3–5 years of ITSM experience, and ITIL certifications.

Qualifications

• Bachelor’s degree in IT, CS, or related field.
• 3–5 years of ITSM experience in a global or regional capacity.
• ITIL v3 or v4 Foundation certification required; higher certification preferred.
• Proficient in KPI, SLA reporting and metrics.

Responsibilities

• Lead regional implementation and execution of ITIL-based ITSM framework (Incidents, Problems, Changes, Configurations).
• Monitor KPIs, SLAs, and service performance metrics to ensure accountability and excellence.
• Oversee North America Field Services operations to ensure exceptional end-user experiences.
• Partner with Procurement and Finance to manage regional IT invoice and order processes.
• Collaborate with OCM and Communications to support adoption of IT initiatives.
• Promote self-service capabilities, automation, and knowledge sharing.

Skills

ITIL

ServiceNow

KPIs & SLAs

Stakeholder mgmt

Analytical mindset

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

ITSM tools

Job description

About Ingredion:Join Ingredion, where innovation impacts lives worldwide! Without even realizing it, you’ve experienced our work in your favorite chocolate, your pet’s food, the paper you write on, and your everyday snacks. As a global powerhouse across more than 60 industries, we harness the potential of natural ingredients to transform lives. Whether you’re just starting your career or bringing years of experience, there's a place for you here to make a real difference. Be part of our team that values a wide range of perspectives and is committed to shaping a better world with every product we create.Location: Westchester, IllinoisWorkplace Type: HybridThe 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. This Role will report to the Sr. Manager, Global Service Management & Digital ExperienceWhat you will do:• 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.What You will bring:• 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.Who you are:• 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.Why Join Ingredion?Discover why Ingredion is the ideal place to advance your career with our exceptional rewards and benefits package designed to help you thrive. Create the future with us and enjoy:Total Rewards Package – Competitive salary and performance-based pay recognizing your contributions to our successComprehensive Benefits & Wellness Support – Health, long-term savings, and resources for your physical, mental, and emotional well-beingFlexible Work Arrangements– We value flexibility to support you both professionally and personallyCareer Growth – Learning, training, and development opportunities, including tuition reimbursementEmployee Recognition Program – A culture of real-time appreciation, with personalized recognition rewards globallyEmployee Discount Program – Provides exclusive discounts on everyday products, services, and travel#LI-BS1We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law (“protected classifications”). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.Ingredion uses AI-enabled tools to support parts of the recruitment process, including resume screening and interview scheduling. These tools help match candidate skills to job requirements and streamline communication. All AI-assisted decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws. By applying, you acknowledge that AI may be used to support your application journey.Relocation Available:NoPay Range:$123,500.00-$164,700.00 AnnualThis pay range is not a guarantee of compensation or salary. Final base salary will be determined based on several factors which may include but are not limited to responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data and applicable bargaining agreement (if any).Incentive Compensation:As a part of the total compensation package, this role may be eligible for the Ingredion Annual Incentive Plan or a role-specific commission/bonus.Benefits:Full-time roles are eligible for our comprehensive benefits package which includes medical, dental and vision coverage as well as a 401(k) plan with an competitive company match.