Manager - Product Owner - Service Modernization

Overview
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 user 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. 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

Responsibilities
Key Areas: ServiceNow ITSM Products, Organizational Change Management, Product & Capability Management.

In this exciting opportunity, we will need your ability to develop a clear product vision and roadmap that aligns with the company's overall goals and digital engagement opportunities. You'll manage the features roadmap for IT, ensuring modular, user-friendly functionality. You'll prioritize requirements for ITSM modules, manage the backlog, and engage with IT and service providers for design and development. As a Transformation Leader, you'll oversee functional requirements for ServiceNow implementation, ensuring integration and standardized practices, acting as a trusted relationship manager. With ServiceNow Integration, you'll design and implement integrations between ServiceNow and enterprise systems, ensuring seamless data flow and process automation. Extensive experience with integration technologies and ITSM processes, along with strong problem-solving skills, is essential. Your role will have elements of the below:

Technical Proficiency

Deep understanding of ServiceNow's platform and its capabilities.

Familiarity with digital transformation technologies and trends.

Proficiency in Agile methodologies and tools

User-Centric Approach

Strong skills in gathering and interpreting user feedback through interviews, surveys and research

Ability to translate user needs into product features and improvements with the right context

Cross-Functional Experience

Contributed and coordinated efforts across various departments, including engineering, design and communications

Analytical and Problem-Solving Skills

Ability to analyze user requirement & consumption trends, competition, and performance metrics to make data-driven decisions

Strong problem-solving skills to address challenges and obstacles.

Financial Competency

Basic Understanding of financial governance and budgeting within the context of product management

Ability to manage product-centric investments and ROI - tangential & indirect benefit analysis

Innovation and Creativity

Enable innovative thinking and creative solutions to meet user needs and market demands.

Staying updated with the best-in-class trends and incorporating them into the product strategy.

Communication and Presentation Skills

Excellent verbal and written communication skills to articulate the product vision and strategy to stakeholders. Ability to create compelling narratives and reports.

Org Change Management (OCM) & Adoption Skills

Be able to land digital technologies well in a large organization and define strategies for a high adoption rate.

Here's a taste of what you'll accomplish:

Oversee the accelerated transformation for IT operations globally.

Manage all documentation, training, and communication related to ServiceNow Modules & technologies.

Drive exceptional user experiences with a focus on user centric updates to service touchpoints.

Champion ServiceNow Module features & user benefits narrative.

Work to Implement multiple ServiceNow Modules related optimization & automation capabilities.

Integrate ServiceNow with other IT systems for streamlined data flows.

Continuously improve and refine ServiceNow Module to achieve intended maturity & transformation goals.

Stay up-to-date on ServiceNow best practices

Qualifications
Bachelor's degree in computer science, IT, or a related field, or equivalent experience.

Total 12+ years of experience in IT Operations and Service Management:

8+ years' experience in ServiceNow ITSM Module, other modules are added advantage.

10+ years of experience in programs/project and/or product management with a focus on ServiceNow configuration, deployment, and customizations

3+ years' experience in Process Mining, Process Automation, and ServiceNow Integrations and new ServiceNow capabilities e.g. NOW Assist, Agentic AI

10+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner.

Proven track record of advanced vendor management skills, including navigating complex collaborative requirements and fostering strategic, positive relationships with external partners.

Extensive experience with agile methodologies and a distinguished record of working in highly dynamic and agile development environments.

In-depth understanding of ITSM principles (ITIL certification is mandatory) & relevant experience working on large-scale transformation projects

Experience with ServiceNow workflows, automation tools, and user-centric solutions.

Proven ability to manage multiple projects concurrently, leveraging extensive experience to prioritize tasks effectively and drive impactful results

Excellent analytical and problem-solving skills