Sr. Manager, Global Infrastructure Service Delivery

Ingredion Incorporated • Westchester, IL

6d • $149,400 - $199,200

About The Position

The Senior Manager, Global Infrastructure Service Delivery is responsible for overseeing the performance, reliability, and continuous improvement of Ingredion’s global infrastructure operations. This role manages day-to-day service delivery across multiple technology domains — including network, compute, storage, backup, and modern workplace services through close collaboration with global managed service providers and internal teams.
As a key leader within the Global Digital Infrastructure & Operations organization, you will ensure that infrastructure services meet business needs and performance expectations while maintaining compliance, cost efficiency, and operational excellence. The role requires strong technical knowledge, vendor management expertise, and a results-oriented mindset to drive service reliability and user satisfaction. This role reports to the Director, Global Digital Infrastructure & Operations.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
• 8–10 years of experience in global IT infrastructure operations, including 5+ years in a leadership or service delivery management role.
• Proven experience managing global managed service providers (MSPs) or outsourcing partners across multiple technology domains.
• Deep technical knowledge of network and telecom infrastructure, compute (on-premises and edge environments), storage, backup, and recovery technologies, and cloud and hybrid infrastructure models.
• Strong understanding of ITIL-based service management principles.
• Experience managing SLAs, vendor scorecards, and service improvement plans.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong analytical skills with the ability to interpret complex service data and drive actionable insights.

Nice To Haves

• ITIL v3 or v4 Foundations Certification
• Experience with Microsoft Azure, GCP, or hybrid cloud architectures.
• Familiarity with modern workplace technologies (Microsoft 365, Intune, SCCM).
• Demonstrated success leading cross-functional teams and external partners in a global enterprise.
• Experience in manufacturing or industrial environments preferred.

Responsibilities

• Lead the delivery of core infrastructure services, including: Network and Telecom, Compute (Data Center and Edge), Storage, Backup & Restore, Disaster Recovery, DBA Management, Modern Workplace, and Monitoring, Event Management, and AIOps.
• Oversee day-to-day managed services operations, ensuring service providers meet or exceed defined SLAs and KPIs.
• Serve as the primary point of contact for infrastructure managed service partners, coordinating escalations, service reviews, and continuous improvement initiatives.
• Ensure Business-As-Usual (BAU) operations, including break-fix, patching, and maintenance activities, are executed effectively and with minimal business impact.
• Own the day-to-day vendor relationship management for global infrastructure service providers, ensuring accountability for performance, cost, and service quality.
• Conduct regular service performance reviews, identify improvement opportunities, and enforce contract and SLA compliance.
• Partner with Procurement and Finance to support contract renewals, service transitions, and vendor governance.
• Drive a culture of partnership, transparency, and operational excellence across all managed service engagements.
• Manage the Infrastructure and End User Computing (EUC) Service Catalog, ensuring offerings are current, relevant, and aligned with business needs.
• Oversee capacity management across compute, storage, and network platforms to ensure scalability and cost optimization.
• Ensure timely execution of OS and hardware upgrades across global environments.
• Govern backup, recovery, and disaster recovery (DR) processes, ensuring readiness and compliance with recovery objectives.
• Partner with Infrastructure Managed Services Providers to drive the adoption of AI Ops and monitoring tools to enhance proactive event management and reduce downtime.
• Monitor system capacity and work with managed services providers to proactively define and implement solutions to address potential capacity issues.
• Maintain strong governance over OS and database privileged user access, ensuring proper controls, periodic reviews, and compliance with corporate standards.
• Collaborate with Global Information Security and Internal Audit teams to ensure infrastructure services adhere to security and regulatory requirements.
• Support internal and external audit activities related to infrastructure service delivery.
• Develop and manage metrics, dashboards, and reports that track service performance and identify areas for optimization.
• Champion continuous improvement initiatives across infrastructure domains and managed service operations.
• Actively participate as a standing member of the Architecture Review Committee to ensure seamless transition of new technologies into operational support.
• Promote automation, standardization, and simplification of infrastructure management processes.

Benefits

• Competitive salary and performance-based pay
• Health, long-term savings, and resources for your physical, mental, and emotional well-being
• Flexible Work Arrangements
• Learning, training, and development opportunities
• Tuition reimbursement
• Employee Recognition Program
• Employee Discount Program
• medical, dental and vision coverage
• 401(k) plan with an competitive company match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager