Europe ITSM Process Expert

Overview

Within IT, the Europe 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.

Sector SM Process Manager work across the European sector overseeing the governance and execution of ITIL processes for Europe, working with the other Service Management process areas. This role will work closely with all IT functions (CTO and Sector CIO) to ensure alignment to global process, KPI's, collect feedback, and identify service improvement opportunities.

Responsibilities

What will you work on:

• Responsible for governance of ITSM processes across the Europe sector.

• Ensures the correct use of the ITSM Management processes in accordance with the global requirements in Sector;

• Working with PepsiCo IT Backline teams on changes and transformations for all ITSM practices that impact ITSM processes.

• Ensuring all controls and standards are met

• Owning remediation of any control issues that arise from the Europe sector

• Work with global process owners, sectors process managers and third parties that provide ITSM services to ensure compliance and completeness of underlying data

• Single point of contact for the Europe sector for ITSM processes.

• Contributes to Global process reviews with counterparts from all PepsiCo Sectors

• Supports and owns process Continuous Improvement development actions when assigned by the Global Practice owner

• Responsible for creation/correction/retirement Services and Service Offerings in SN builder.

• Collaborate with Global GPO/GPL. Identify process improvement opportunities - share challenges and identify enhancements. Provide Sector perspective/alignment on Global meetings.

• Contributes to the design of and supports implementation of Service Management processes, tools and Upgrades

• Develop reporting, analysis of trends and deriving insights regarding the Configuration Management space.

Qualifications

Who are we looking for?

With strong communication and organizational skills with the ability to deal with ambiguity while juggling multiple priorities and projects at the same time

• Bachelor's degree in IT or related professional experience in field

• 3-5 years Prior experience within Service Management, facilitating reviews and leading remediation activities.

• 2-3 years ITIL Foundations Certification preferred

• Help Desk Support and/or ITSM process management experience required

• Deployment, Governance experience preferred

• Strong customer relationship skill and deep understanding of the ways of working collaboratively

• Strong analytical, facilitation & problem solving skills to enable the identification & proactive management of ITSM process issues

• Proven leader & decision maker with strong written and oral skills, and ability to articulate persuasive & intuitive positions

• Positive working attitude with a sense of ownership and urgency.

• Ability to work efficiently under pressure with minimal supervision.

• Excellent oral communication skills with the ability to communicate effectively across technology

• Excellent written communication skills and ability to compose notifications with concise business and technical details within a short period of time.

• Ability to work as part of a sector team virtually across countries and timezones.

• Ability to multi-task and prioritize amongst multiple ongoing issues.

• Assertive and fearless. Not afraid to speak-up and call time-out to reset recovery efforts.

• Working knowledge on PICT Controls preferred.

• Understanding of system concepts, technology and applications and their impact on clients and services with ability to understand complex business processes and technical environments.

• Excellent communication, documentation, and presentation skills, including the ability to communicate and listen effectively within all levels of the organization, including executive management and key client stakeholders.

• Strong relationship management skills with business partners and third parties.

• Good command of English written and spoken

• An appetite for continuous improvement and adding value to the business

• Demonstrated client focus & service oriented attitude with a high attention to details.

What can you expect from us:

• Competitive compensation package
• A flexible work environment that promotes a healthy balance between personal and professional life
• A dynamic and inclusive culture
• A support team that will foster your professional growth and development
• Opportunity to work with relevant and impactful projects for the business
• Opportunity to give back to the community with our volunteer programs