Sr. Manager, Global Service Management & Digital Experience

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.

Responsibilities

• 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.

Requirements

• 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.
• 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?
• Discove

Additional Information

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

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