IT Strat

**Responsibilities**

At PepsiCo, we’re redefining what it means to be a consumer products company with a digital-first mindset, and our Global IT team is leading that charge. Our technology teams unlock digital capabilities, enhance cybersecurity safeguards, deliver data-driven insights, and create unmatched consumer and customer experiences.

Our culture is guided by the PepsiCo Way, which is a set of values that define our mission to win with purpose in the marketplace and act with integrity in everything we do. Our commitments to racial equality, gender parity and sustainability are woven into these values and our teams. We’re creating smiles with every sip and every bite while advancing a sustainable, socially impactful agenda that promotes our goal of Winning with Purpose. The Global IT team supports just that with our mission to create more smiles with every CLICK and every LIKE.

Join our global, agile team and help us influence and drive PepsiCo’s digital transformation

**Purpose**:
We are PepsiCo. We are a diverse organization, spread among 200 countries and united by a shared set of values and goals. That’s why we Perform with Purpose. Together, we blaze new trails, succeed, celebrate and never settle for second best. At PepsiCo, we’re committed to performing well as individuals and in teams, to strengthen the company as a whole.

Our employees are at the heart of PepsiCo. Through the Company's commitment to Talent Sustainability, we continue to support the development of employees. At PepsiCo, you get the best of both worlds: an entrepreneur’s mindset plus global reach and resources. Our collaborative culture and worldwide presence generate a stream of new opportunities to define the future and propel your life’s work. Bring your unique perspective. Bring curiosity. Bring ingenuity and your drive. We will give you a platform to be daring on a global scale.

Our PepsiCo IT organization is transforming, and we are focused on powering PepsiCo to win through agile delivery of digital solutions and services.

Within IT, the IT Service Management team leads the maturation and governance of key IT support processes and provides performance insights to drive continuous service improvements. Our processes, services, and tools serve as a key entry point for an extensive set of IT and non-IT users seeking and providing support of IT services and products across the globe for PepsiCo.

We are seeking a IT Service Management Manager to work across the AMESA and APAC sectors overseeing the governance and execution of key ITIL processes, working with the other Service Management process areas. This role will work closely across all IT functions to ensure alignment to global process, KPI’s, collect feedback, and identify service improvement opportunities.

**Accountabilities**:
Three key areas:
1. Process oversight and sector facilitation/coordination

2. Continual Service Improvement and Automation

3. Service Management tools and controls

**1. Process oversight and sector facilitation/coordination**:

- Responsible for governance and execution of ITIL processes across the sector (incident, problem, change, release, etc.)
- Lead service management process debriefs across within agreed SLAs, working across functional teams for ownership and completion of
- Ensure representation within the service review calls, including supporting reporting is completed and accurate.
- Responsible for governance and execution of ITIL process across the Sector. Leading review calls where necessary and providing regular updates.
- Accountable for vetting service management records and data for the sector.
- Working with PepsiCo IT Backline teams on service management-related remediations and continual service improvement.
- Serves as point of contact for the sector for IT Service Management processes.

**2. Continual Service Improvement and Automation**:

- Monitor and improve the governance and execution ITIL process across the sector.
- Contribute to the weekly service reviews with the Sector CIO and CTO teams, including review of KPI’s, identifying trends, and improvement opportunities
- Develop reporting, analysis of trends and deriving insights to the sector to support the availability targets.
- Drive insights for the sector, leveraging ServiceNow data, to identify opportunities, process improvements, etc.
- Drive process improvement initiatives, specifically to against SAFe and DevSecOps methodologies.
- Recommend and implement opportunities for automation and efficiency in service management processes

**3. Service Management tools and controls**:

- Provide long-term strategy suggestions and the implementation of new requirements in myITServices (Service Now) and other supporting Service Management technologies within Incident and Problem management.
- Promote functionality within myITServices, being familiar with out of the box functionality, and new enhancements that are released.
- Testing CSI ini