Overview

Ingredion was mid-transformation on its ServiceNow HR Service Delivery platform when the people who built it left.

Leadership transitions took platform ownership with them, and what remained was a mandate that didn't get renegotiated: keep HR service delivery running for 12,000 employees without interruption while the transformation continued underneath.

Ingredion is a $7.4 billion global ingredient solutions provider (NYSE: INGR) running a multi-year HR modernization program across system upgrades, service delivery streamlining, and global workforce infrastructure.

The Challenge

Beyond the technical scope, the real obstacle was organizational: leadership transitions, platform ownership gaps, and a business that needed the lights kept on while the transformation continued around it.

Our Approach

Stiletto took interim ownership of the ServiceNow HR Service Delivery platform, not as a caretaker, but as the team actively running daily operations, clearing the backlog, and closing the gap the departures left open.

In parallel, Stiletto led testing across the HR and operational platforms, building a strategy that balanced real thoroughness against a deadline that wasn't moving .

The goal was simple: ensure the people relying on these systems could continue to trust them throughout the transformation.

Key Metrics

Key Takeaways

• Platform ownership can't sit vacant during a leadership transition. Someone has to actively run it—not just monitor it—or the backlog can quickly become the next crisis.
• A testing strategy must balance thoroughness against immovable deadlines. Cutting corners on either side can cost significantly more later than it saves in the moment.
• A transformation program only holds together when the day-to-day service underneath it remains reliable. Modernization can continue, but critical operations cannot stop.