North America IT Service Management Lead

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

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.