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Manager, IT Service Delivery - Business Intelligence

Manager, IT Service Delivery - Business Intelligence

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Information Technology (IT)

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Title: Manager, Service Delivery - Business Intelligence & Analytics 

Location: Westchester, IL


Ingredion is hiring a Manager, Service Delivery - Business Intelligence & Analytics to manage the day-to-day service delivery of business applications across the global enterprise while ensuring that service delivery meets the business requirements of the sourcing strategy. Scope includes Business Intelligence and Analytics solutions such as SAP BW, SAP BPC, SAP MDG and Tableau, as well as BPC Financial Consolidations and Financial Planning process knowledge. Responsibilities include service level management, vendor performance management, demand management and management of services provided by both internal staff and service providers.

As a  Manager, Service Delivery - Business Intelligence & Analytics , your responsibilities will include:

Business Requests - Ensure that business enhancement requests are effectively prioritized and translated into service requirements while ensuring clear alignment to service contracts and required change control procedures.

Incident Response – Ensure that incidents are effectively prioritized and responded to per defined service level agreements.

Change Requests – Ensure that change requests are effectively prioritized and responded to per required change control procedures and in alignment with service contracts

Demand Management – Align service capacity to business demands while ensuring customer satisfaction to the agreed upon service request outcomes.

Service Delivery Planning – Develop and maintain service delivery plans including budgets, processes, tools, staffing and chargeback mechanisms.

Service Catalog – Develop, maintain and communicate service catalogs that clearly define repeatable application services offered to the business.

Service Level Agreements (SLAs) – Ensure that service level agreements are established, maintained and communicated that align to business expectations and service provider commitments.


The Manager, Service Delivery - Business Intelligence & Analytics position is well-suited for you if you:


Innovation – Identify and deliver innovative technology solutions and business processes, such as financial planning and consolidation, that deliver business value and improve customer experience.


Continuous Improvement – Drive continuous performance improvement by identifying and initiating process improvements for performance gaps across all application competencies and suppliers.


Benchmarking – Lead the analysis of industry and market trends for application service delivery and identify potential opportunities for improvement.


Technology Alignment – Ensure efficient and effective design and delivery of application solutions consistent with business goals, risk tolerance and IT standards.


Communications – Establish service level agreements and communicate monthly performance against service levels to business and IT leadership.


Organization – Identify organization requirements for the resources, structures and cultural changes necessary to support the successful outsourcing of application services.


Governance – Facilitate operational governance through the implementation of an application service delivery governance program to ensure global alignment on demand management and adherence to technology standards.


Relationships – Build and maintain effective working relationships with between internal employees and external service providers that will help facilitate effective communication of business needs and delivery of quality service.


Personnel Management - Manage direct reports and service providers including personnel selection/hiring, training, staff development, performance management, goal development and annual performance reviews.


Personnel Development – Enhance IT team capabilities by seeking to understand the career ambitions of team members and enabling the creation of meaningful development plans. Provide appropriately challenging tasks and assignments for team members to fully leverage their potential.


Vendor Performance – Ensure that service providers perform to the SLAs documented within service contracts and promptly address all service deficiencies.


Vendor Management – Ensure that service providers adhere to all of the terms and conditions of the contract including financial commitments and approved changed requests.


Qualified candidates will have:

  • Bachelor’s or master's degree in computer science, information systems, business administration or related field, or equivalent work experience

  • Minimum of ten (10) years of IT / business experience

  • Minimum of five (5) years of management experience

  • Minimum of five (5) years of leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders

  • Extensive ITIL knowledge and experience

  • Extensive experience in managing business intelligence and analytics applications: SAP BI reporting capabilities - BW, Business Objects, Tableau

  • Strong knowledge of SAP BW and BPC capabilities

  • Strong BPC Financial Consolidations and Financial Planning process knowledge

  • Ability to translate business needs into requirements

  • Knowledge and experience with financial models and budgeting

  • Strong leadership capability, executing as appropriate in the areas of responsibility

  • Expert knowledge of current and emerging technologies, technology directions and strategic application to business needs

  • Advanced knowledge of business operations and processes

  • Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment

  • Ability to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms

  • Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

  • If you are inspired by professional challenges and the rewards that come from a high level of performance, then Ingredion is the company for you. At Ingredion you can be a member of a globally connected team inspired to achieve great things.


We believe in the power of our people to work together to seize opportunities, overcome obstacles and exceed expectations. Each day, individuals make a meaningful difference in the quality of our products and the success of our technology and operations and, in turn, the quality of life for consumers.

A career at Ingredion combines the benefits and professional opportunities afforded a $7 billion leader in our industry with the dynamic environment and team-driven culture you’d expect in a much smaller company.  Despite its global scope and the advancement opportunities that come with it, Ingredion has the intimacy of a mid-size company, one where different perspectives are sought and where relationships matter.