IT Service Management - LATAM lead

Overview

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes LAY'S ®, DORITOS ®, CHEETOS ®, GATORADE ®, PEPSI ®, QUAKER ® and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.

Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be you.

Learn more about our culture and life at PepsiCo: https://stories.pepsicojobs.com/

Now we are looking for this position:

Responsibilities

ITSM - Service Manager - Config & Data Specialist

Accountabilities

• Work closely with Senior stakeholders across the organization as a thought leader on ITIL process re-engineering and continuous improvement for Configuration Management and Data Governance of CMDB.

• Evaluate IT Config Management processes regularly, especially Knowledge Management (KM), Asset Management and identify areas where the targeted process metrics are not reached, and hold regular benchmarking, audits, maturity assessments, and reviews

• Documenting, analyse, and re-designing key processes across functions and Sectors to realize efficiencies.

• Continual service improvement - define processes across the technology teams to ensure our contractual commitments, SLAs and KPI to customers are always adhered to

• Ensure processes and procedures are aligned to ITIL best practices and remain fit for purpose

• Work with teams to assist in identifying Gaps in Configuration Management, CMDB health, CMDB Accuracy and correctness.

• Working with multiple internal delivery units and/or third parties to provide a total solution

Qualifications

Qualifications

Mandatory Skills

• 10 - 14yrs experience and must possess an understanding of the ITIL framework, and an ITIL expert certification is strongly recommended (ITIL v3 certification and /or ITIL v4).

• Successful candidates should possess a deep understanding of all key processes, especially Configuration Management, Asset Management and Data Governance/Data Stewardship.

• High-level understanding of the Service Now platform capabilities, particularly CMDB, Discovery.

• Must possess a high degree of professional confidence and credibility with the presence and communication skills to represent IT-related concepts effectively to all levels

• Effective managing conflict situations & representing position with supporting evidence and rationale

• Ability to represent complex topics verbally and visually to leadership in a concise manner

• Ability to simplify process / challenge others to think through complex processes to drive simplification

• Broad understanding of the current and emerging IT Service Management trends and developments in Asset Management, Configuration Management and Data Governance.

Preferred Skills

• Sound knowledge in IT Operations including infrastructure and application systems.

• Well organized, with the ability to plan ahead for short- to medium-term objectives and able to identify, organize and facilitate the work is required

• Strong communications and influencing skills, with the ability to fluently interact with subordinates, peers, and Senior Management

• Conceptual Selling (Capable)

• Deployment Planning and Execution (Capable)

• Program/Project Management (Capable)

• Relationship Management and Service (Advanced)

• Technology Innovation (Capable)

• PepsiCo Business Expertise (Capable)

• Leading Change (Capable)

• Verbal Communication (Advanced)

• Written Communication (Capable)

• Financial management (Some Experience)

• Facilitation (Advanced)

• Risk Management (Capable)

In PepsiCo, we are committed to offer equal development opportunities to all the candidates, no matter the religion, race, sexual orientation, nationality, age, etc. We respect and appreciate the diversity as a workforce and innovation to the organization. If you have the profile that we are looking, send us your CV by this via, if it's possible that you can participate in this process we will contact you ASAP, if not we will keep your info in our base data for 6 months.

¡Thank you so much for your interest in PepsiCo!