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Senior Manager

4 weeks ago

Hyderabad, Telangana, India PepsiCo Full time
About the Role

We are seeking a highly skilled Senior Manager to lead our Global IT Service Desk team at PepsiCo. As a key member of our IT organization, you will be responsible for ensuring the smooth operation of our service desk, driving process improvements, and delivering exceptional customer experiences.

Key Responsibilities
  • Manage the day-to-day activities of the Global Service Desk, ensuring timely and effective resolution of customer issues.
  • Develop and implement process improvements to enhance service quality, efficiency, and customer satisfaction.
  • Collaborate with technology and business teams to onboard new service offerings and drive service level agreements.
  • Monitor and analyze performance metrics to identify areas for improvement and drive automation initiatives.
  • Lead and participate in service desk quality improvement initiatives, contributing insights to enhance workflow and knowledge management.
  • Oversee knowledge-related activities, including management, capturing, sharing, and accessibility of knowledge assets.
Requirements
  • At least 5 years of experience working in a mid-to-senior level capacity managing a service/help desk technology environment.
  • 5+ years of experience in process around IT operations, including service level management, service introduction, total quality management, knowledge management, and SD performance management.
  • 3+ years of experience with Excel Spreadsheets and BI/Monthly reporting/Trend Analysis.
  • ITIL v3/v4 IT Service Management certification.
  • English communication skills, both verbal and written.
Mandatory Non-Technical Skills:
  • Service Introduction Expertise
  • Transition Management
  • Total Quality Management
  • Service Desk processes
  • Service Level Management
  • Incident Management