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?

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 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

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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.