About Ingredion:
Join Ingredion, where innovation impacts lives worldwide! Without even realizing it, you’ve experienced our work in your favorite chocolate, your pet’s food, the paper you write on, and your everyday snacks. As a global powerhouse across more than 60 industries, we harness the potential of natural ingredients to transform lives. Whether you’re just starting your career or bringing years of experience, there's a place for you here to make a real difference. Be part of our team that values a wide range of perspectives and is committed to shaping a better world with every product we create.
Location: Westchester, Illinois
Workplace Type: Hybrid
About the Role
The Senior Manager, Global Service Management & Digital Experience provides strategic leadership and governance across Ingredion’s global IT Service Management (ITSM) framework and digital experience initiatives. This role is responsible for defining, optimizing, and enabling global ITSM processes and tools that ensure consistent, high-quality IT services while continuously improving the digital experience for Ingredion employees worldwide.
As a global leader, you will oversee regional service management teams and managed services partners to drive process standardization and deliver measurable improvements in service performance and end user satisfaction. You will also lead digital experience management efforts by leveraging analytics, user feedback, and automation to create a seamless and productive technology experience for all employees. This position reports to the Director, Global Digital Infrastructure & Operations and leads a team of regional ITSM managers and process owners across the Americas, EMEA, and APAC regions.
What you will do:
- Lead Ingredion’s global IT Service Management and Digital Experience strategy, ensuring consistency and alignment across all regions.
- Define and govern ITIL-based global processes, including:
- Incident & Major Incident Management
- Problem Management
- Change & Request Management
- Configuration & Asset Management
- Availability & Capacity Management
- Knowledge Management
- Service Catalog and Service Transition (Change to Run)
- Establish and maintain global standards for Digital Experience Management (DEX), ensuring proactive monitoring of end-user satisfaction and productivity.
- Use telemetry, analytics, and experience-level indicators to identify opportunities to improve the employee digital experience across devices, applications, and collaboration tools.
- Define, monitor, and report global KPIs, SLAs, and experience-level metrics to drive accountability, transparency, and continuous improvement.
- Partner with regional ITSM leaders to ensure global process alignment, governance, and best practice adoption.
- Oversee global ITSM and DEX platforms (e.g., ServiceNow, experience analytics tools) to ensure consistent design, automation, and reporting.
- Collaborate with Field Services, Infrastructure, and Applications teams to align end-to-end service delivery with measurable user experience outcomes.
- Partner with Organizational Change Management (OCM) and Communications to develop awareness campaigns and improve adoption of DTS initiatives.
- Lead continuous improvement programs focused on automation, self-service enablement, and data-driven service enhancements.
- Provide coaching, performance management, and development for regional IT Service Managers and ITSM process owners.
What You will bring:
- Bachelor’s degree in Information Technology, Computer Science, or related discipline (Master’s preferred).
- 8–10 years of experience in IT Service Management, including at least 3–5 years in a global leadership role.
- Proven success leading global ITSM and digital experience management programs in a large, complex organization.
- Deep understanding of ITIL v4 and demonstrated experience implementing enterprise-scale ITSM processes and governance.
- Hands-on experience with ServiceNow and digital experience platforms or monitoring tools (e.g., Nexthink, Lakeside SysTrack, or equivalent).
- Demonstrated ability to define and operationalize KPIs, SLAs, and experience-level metrics (XLAs) for global service visibility and accountability.
- Strong analytical skills and ability to translate experience data into actionable service improvements.
- Excellent communication and stakeholder management skills, with the ability to influence at executive and operational levels.
- Proven ability to lead high-performing, geographically dispersed teams and foster collaboration across regions.
Who you are:
- ITIL v3 or v4 Foundations Certification or higher. (Preferred)
- Familiarity with Digital Experience Management (DEX) platforms and methodologies.
- Experience integrating customer or employee experience insights into IT operations.
- Familiarity in continuous improvement frameworks, Lean, or Six Sigma methodologies.
- Strong strategic mindset with a passion for service excellence and ability to balance governance with innovation.
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
#LI-BS1
We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law (“protected classifications”). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.
Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.
Ingredion uses AI-enabled tools to support parts of the recruitment process, including resume screening and interview scheduling. These tools help match candidate skills to job requirements and streamline communication. All AI-assisted decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws. By applying, you acknowledge that AI may be used to support your application journey.
Relocation Available:
Yes, Internationally
Pay Range:
$149,400.00-$199,200.00 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.
