Manager, North America Service Management

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

Benefits offered by this job

Total rewards

Benefits & wellness support

Flexible work arrangements

Career growth opportunities

Recognition program

Discount program

Job summary

Ingredion is seeking a Manager, North America IT Service Management, to lead ITIL-based service delivery across the region. You will partner with global IT teams, ensure high-quality, end-to-end IT services, and drive continuous improvement in a matrixed environment.

The role requires hands-on leadership, analytics, and collaboration with stakeholders to align IT initiatives with enterprise standards and digital experience goals.

Qualifications

• Bachelor's degree in IT or related field required.
• 3–5 years ITSM experience in global or regional capacity.
• ITIL v3 or v4 Foundation certification required; intermediate or managing professional preferred.
• Proven ability to define, track, and analyze KPIs, SLAs, and service metrics.
• Strong communication, stakeholder engagement, and cross-functional collaboration.

Responsibilities

• Lead regional ITIL-based ITSM framework implementation and execution.
• Monitor KPIs, SLAs, and service performance to ensure accountability.
• Drive continuous improvement through trend analysis and corrective actions.
• Oversee NA Field Services operations for end-user experience.
• Collaborate with Procurement and Finance on regional IT invoicing.
• Coordinate with OCM and Communications for adoption of IT initiatives.
• Promote self-service, automation, and knowledge sharing.
• Participate in global ITSM governance representing regional needs.

Skills

IT Service Management

ServiceNow

KPIs & SLAs tracking

Stakeholder engagement

Analytical mindset

Education

Bachelor's degree in IT / CS / related field

Master's degree preferred

Tools

ServiceNow

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, Illinois

Workplace Type: Hybrid

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. This Role will report to the Sr. Manager, Global Service Management & Digital Experience

What 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?

• Total Rewards Package - Competitive salary and performance‑based pay recognizing your contributions to our success
• Comprehensive Benefits & Wellness Support - Health, long‑term savings, and resources for your physical, mental, and emotional well‑being
• Flexible Work Arrangements- We value flexibility to support you both professionally and personally
• Career Growth - Learning, training, and development opportunities, including tuition reimbursement
• Employee Recognition Program - A culture of real‑time appreciation, with personalized recognition rewards globally
• Employee Discount Program - Provides exclusive discounts on everyday products, services, and travel

We 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:

No

Pay Range:

$123,500.00-$164,700.00 Annual

This 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.