Sr Manager, IT

At WK Kellogg Co, we exist to create joy and connection to inspire Gr-r-reat days. We believe that doing good is always good for business and we have stood for this since Kellogg Company was founded more than 119 years ago. We are passionate about doing our part to make nutritious foods, create social connectivity and respect natural resources. Together, these actions create positive progress for people and the planet – today and for years to come. We have big plans for how we are going to accomplish this, and we would love for you to join us in this effort.

Senior Manager, IT Operational Business Solutions (Remote – Querétaro, MX). As a Senior Manager of IT Operational Business Solutions, you will drive excellence across our IT support ecosystem—leading service performance, elevating user experience, and strengthening our global support operations. This role partners with service providers, cross‑functional IT teams, and business stakeholders to ensure reliability, accountability, and continuous improvement across all support services.

Ready to lead the future of IT service excellence?

HERE'S IS WHAT YOU'LL BE DOING

• Setting the Standard – Delivering Service Excellence Ensure IT support teams consistently provide a high‑quality, seamless experience for the user community. Your leadership will help us raise the bar every day.
• Driving Partnerships – Managing Service Providers Build and manage strong relationships with IT service providers, ensuring performance meets contractual agreements, SLAs, and business expectations.
• Shaping Performance – Monitoring & Improving Outcomes Analyze service metrics and operational reports to identify trends, reduce aged or recurrent tickets, and implement corrective actions that improve efficiency and reliability.
• Enhancing the User Experience – Leading Improvement Initiatives Spearhead service improvement initiatives in collaboration with providers and internal IT teams, ensuring end users receive exceptional support.
• Building a Better Tomorrow – Continuous Service Improvement Collaborate with IT teams globally to strengthen IT processes, optimize support operations, and advance the maturity of our service delivery model.
• Owning Escalations – Managing User Concerns Ensure escalations and service complaints are addressed quickly, accurately, and with solid follow‑up to restore trust and satisfaction.
• Leading in Critical Moments – Major Incident Management Coordinate and lead resolution of major and critical incidents, partnering with multiple IT towers and service providers to restore service swiftly.
• Keeping Us on Track – SLA Compliance Oversight Monitor and ensure alignment to SLAs across all IT support functions, maintaining discipline and accountability.
• Guiding our Users & Teams – Service Consumption Leadership Provide direction to users and IT teams on how to request and use IT services effectively, ensuring the service catalog is accurate and functioning properly.
• Owning the Knowledge – Knowledge Management Leadership Ensure knowledge articles remain accurate, current, and accessible for Service Desk teams, support groups, and end users.
• Strengthening Foundations – ITSM Process Governance
• Maintain strong governance over routing, categorization, escalation rules, and overall process discipline within the ITSM platform.
• Ensuring Compliance – IT Controls & Audit Support Maintain compliance with IT controls and partner with auditors by providing proper documentation and support during internal/external reviews.
• Documenting the "How" – Process Governance & Documentation Ensure all IT support processes are fully documented, maintained, and consistently followed.
• Supporting the Business Rhythm – Critical Cycle Monitoring Oversee IT support activities tied to critical business cycles, such as month‑end close and year‑end processing.
• Telling the Story – Service Reporting Prepare and deliver periodic service performance reports to IT leadership and business stakeholders.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field
• Bilingual English/Spanish proficiency
• 5+ years of IT service operations, service delivery, or IT support leadership experience
• Experience managing IT service providers and working with SLAs
• Strong understanding of ITSM practices (e.g., ITIL)
• Proven ability to lead incident management and drive service improvements
• Excellent communication, problem‑solving, and stakeholder‑management skills

Preferred Education & Experience

• ITIL certification (Foundation or higher)
• Experience with enterprise ITSM platforms (e.g., ServiceNow, Cherwell, Remedy)
• Experience working in global or multi‑site support operations
• Prior leadership experience managing both internal teams and outsourced providers

Additional Requirements

• Ability to work a full shift, arrive on time, and work overtime as needed
• Must be able to communicate effectively in English and Spanish, both verbally and in writing
• Ability to manage multiple priorities, tight deadlines, and high‑pressure situations
• Strong leadership, alignment, conflict resolution, and adaptability in a fast‑changing environment

ABOUT WK KELLOGG CO

At WK Kellogg Co, we bring our best to everyone, every day through our trusted foods and brands. Our journey began in 1894, when our founder W.K. Kellogg reimagined the future of food with the creation of Corn Flakes, changing breakfast forever. Since then, we have embraced the same spirit of innovation and entrepreneurship in everything we do, channeling our founder's passion and commitment to creating high quality and delicious products while fostering communities. Our iconic brand portfolio includes Frosted Flakes, Rice Krispies, Froot Loops, Kashi, Special K, Raisin Bran, Frosted Mini Wheats, and Bear Naked. With a presence in the majority of households across North America, our brands play a key role in enhancing the lives of millions of consumers every day, promoting a strong sense of physical, emotional and societal wellbeing. Our beloved brand characters, including Tony the Tiger and Toucan Sam, represent our deep connections with the consumers and communities we serve. For more information, visit

WK Kellogg Co is proud to offer industry competitive benefits (Physical, Financial, Emotional, and Social) that vary depending on region and type of role. Be sure to ask your recruiter for more information

If we can help you with a reasonable accommodation throughout the application or hiring process, please email

THE FINER PRINT

The ability to work a full shift, come to work on time, work overtime as needed and the ability to work according to the necessary schedule to meet job requirements with or without reasonable accommodation is an essential function of this position.

WK Kellogg Co is an Equal Opportunity Employer that strives to provide an inclusive work environment, a seat for everyone at the table, and embraces the diverse talent of its people. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

For US applicants:

Where required by state law and/or city ordinance; this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. For additional information, please follow this link.

Let's create gr-r-reat days,

WK Kellogg Co Recruitment