Sr. Manager, Global Service Management & Digital Experience

Westchester, IL - USA

Yearly Salary: $ 149400 - 199200

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

About Ingredion:

Join Ingredion where innovation impacts lives worldwide! Without even realizing it youve experienced our work in your favorite chocolate your pets 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 youre just starting your career or bringing years of experience theres 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 Ingredions 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 Ingredions 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:

Bachelors degree in Information Technology Computer Science or related discipline (Masters preferred).
810 years of experience in IT Service Management including at least 35 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 disabilitymental or physicalmarital 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 applicants 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:

$149400.00-$199200.00 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.

Required Experience:

Senior IC

About Ingredion:Join Ingredion where innovation impacts lives worldwide! Without even realizing it youve experienced our work in your favorite chocolate your pets food the paper you write on and your everyday snacks. As a global powerhouse across more than 60 industries we harness the potential of n...