Global IT Service Manager - North America

The Role & Key Responsibilities

Job Title : Service Manager (North America)

Location : This role offers flexibility on location, with candidates near Peterborough expected onsite around 2 days per week. We're open to remote candidates (UK only) further afield for the right person.

This role supports our North America business operations and therefore requires regular alignment to US working hours. The successful candidate should be comfortable working later UK hours on weekdays, with the current working pattern typically running until around 10pm UK time, alongside occasional flexibility to work later where business needs require.

Our User Services team at ABF Business Technology Services are looking for a talented Service Manager to join their growing organisation, supporting our North America business operations. In this highly visible role, you'll act as the key link between BTS and ABF businesses, ensuring high-quality operational services are delivered effectively while driving continuous improvement across a complex, global IT landscape. You'll work closely with senior stakeholders, technical teams, and cross-functional partners to enhance service performance, champion customer experience, and contribute to the wider BTS strategy and roadmap.

What you'll be doing:

• Act as the primary relationship owner between BTS User Services and ABF business stakeholders across North America.
• Lead and coordinate virtual teams to ensure operational services are aligned to business priorities and strategic objectives.
• Monitor and manage service performance, including SLA achievement, customer satisfaction, and key operational KPIs.
• Identify opportunities for service improvement and proactively drive initiatives that enhance user experience and operational excellence.
• Build strong relationships with senior stakeholders, including Directors and CxO-level leaders, acting as a trusted advisor for operational IT matters.
• Collaborate with Product Managers, Business IT teams, and cross-functional departments to support business transformation and service adoption.
• Support and contribute to the development of the wider Service Management strategy and roadmap.
• Participate in the Duty Manager on-call rota and provide operational support or holiday cover for other Service Managers where required.
  

What you'll bring:

• Proven experience working within a Service Management environment, either within a global internal IT function or Managed Service Provider (MSP).
• Strong stakeholder management experience with the ability to confidently engage senior business leaders and technical teams.
• Demonstrated experience delivering operational service improvements and driving customer-focused outcomes.
• Excellent communication and presentation skills, with the ability to influence cross-functional teams without direct authority.
• Experience managing multiple priorities and operating effectively within fast-paced, high-pressure environments.
• Strong leadership skills with the ability to motivate, coach, and coordinate virtual teams.
• Knowledge and experience of ITSM toolsets, ideally including ServiceNow.
• Technical awareness of Microsoft platforms, cloud technologies, automation, server infrastructure, and virtualisation technologies.
• Strong analytical and problem-solving skills with a proactive, solutions-focused mindset.
• Experience working within global, multi-cultural organisations and supporting geographically dispersed user bases.
• Willingness to travel occasionally to other business locations, suppliers, or vendors.

Location

Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture.

About The Company

Associated British Foods Business Technology Services are co ntinually reviewing our benefits to ensure our staff feel rewarded

Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world's second-largest producer of both sugar and baker's yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands.

Associated British Foods Business Technology Services (BTS) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we're looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

• AB Foods BTS match up to 10% pension (contributory)
• Up to 10% Bonus
• Opportunity to buy up to 5 days holiday per calendar year
• Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
• 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary
• Free lunch option available every day
• Access to a staff shop with discounted ABF brand products

We're looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.

All recruitment activities into our ABF BTS team are supported by our AB Agri business.

Making your application

Ready to apply? Great! Simply register your details and upload your CV via our careers website - it usually takes just a few minutes. Please do not delay making your application. In the event of a high candidate response to this vacancy we may close the application period before the date shown and without notice.

So that we can support you to perform at your best, please let us know of any adjustments that may be required throughout the recruitment process by emailing

As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve in.This information is anonymised, separate from your application and is never seen by the hiring panel.You can choose not to answer these questions with no impact on your application.

ABF BTS recruitment is supported by our AB Agri group and we politely request no contact from recruitment agencies or media sales.We have a PSL and do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.