Senior Manager, ServiceNow ITSM Product Management

Overview

Purpose

The Associate Director, ServiceNow ITSM Product Management is part of the IT Operations team within the PepsiCo CTO Organization at Cairo reports to the Director of SRE, AIOps & Tooling.

PepsiCo has a multivendor hybrid outsourced model for its Infrastructure IT operations. The PepsiCo IT Operations team works with various businesses, in-house IT teams, IT partners, and OEMs to maintain high-quality services around the clock. The Associate Director would work with in-house and partner resources and will be responsible for developing and continual improvement of ServiceNow ITSM, ITOM and integration with other observability platforms towards the goal of proactive Site Reliability Engineering in complex, large-scale Infrastructure production environments. The Architect should have a Product mindset towards transform the existing model towards Machine First Delivery Model which is data-driven, automation-led IT Operations for an elevated experience, service stability, and sustainable reduction in Operating Expenses.

As a result of rapid growth, the global nature of the business, and the history of multiple outsourcing arrangements, PepsiCo's landscape needs to be more cohesive, with numerous duplications in data and tools and low process adherence. One of the critical expectations of this role is to be streamlined and drive large-scale change forward. This role will need to quickly understand the current landscape and develop the road map to achieve the desired future state.

Responsibilities

Role & Responsibilities

• Responsible for activities for a specific product or group of products from product definition and planning through production, release, and end of life.

• Serves as the central resource for design, development, testing, implementation, and transition management as the product(s) move to production.

• Involvement lasts throughout all stages of a product's lifecycle including modifications, upgrades and maintenance of the product or product line.

• Provide solutions using the ServiceNow and establish ServiceNow Technical architecture for the CTO functional and implement the Proactive SRE strategy foundation.

• You will establish technology roadmaps and solutions for various internal product teams and ensuring all relevant technology is in place in order for clients to fulfil their requirements.

• Work with different teams of technical consultants, project managers and other stakeholders to ensure optimization of the ServiceNow platform.

• Drive standardization and best practice platform management, enabling you to focus on value delivery.

• Oversee the team to deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications.

• Review IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations

• Review customizations to the platform and applications

• Design the Integration of the Infrastructure monitoring tooling with ServiceNow

• Understand and pilot the new offerings available with ServiceNow ITOM Suite.

• Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable Effectively manage and execute high level tasks assigned via 'stories'

• Assists junior analysts through project(s) lifecycles.

Qualifications

Mandatory Skills

• Bachelor's degree Computer Science, Information Systems, or other related field or equivalent experience.

• 15+ years of significant work experience in leading and designing & implementing Enterprise Service Management in complex Infrastructure environments and of that at least 8 years in ServiceNow (ITSM, ITOM are must)

• Ability to drive High-Level and Low-Level Design & Architecture based on project requirements. Develop and maintain architectural diagrams, identify solution and integration with other enterprise tools

• Assess & evaluate high level business requirements and services for fit within PepsiCo Enterprise Service management solutions, both ServiceNow and other related solutions.

• Partner with other teams and roles, such as Enterprise & solution architecture, ServiceNow platform team, and ESM Leads to make recommendations aligned to overarching ESM strategy, and ServiceNow release/Product roadmaps

• Partner with service owners and business analysts across PepsiCo functions to ensure new services leverage the enterprise service management solution to maximize user experience, process efficiencies, and enterprise scalability while delivering the specific requirements of the individual functions/products

• Partner with ESM Program & portfolio and ESM leads to align new ESM solutions and products to integrated roadmaps

• Ensure service alignment and best practices across all relevant Service management processes, and common capabilities (g. Knowledge, service request and delivery, etc)

• Monitor industry trends and best practice in relation to Enterprise Service Management, Service & Process design, Human centered design principles & practices.

• Partner to deliver the strategic roadmap for service design practice across PepsiCo enterprise

• Must be expert in defining, improving, and implementing ITIL Service Operations Process.

• Should be an ITIL V3 /V4 Expert and must have driven standardization and integration across Tiers and Service Management Processes

• Must have identified and implemented continuous improvement themes across Process, Metrics and service levels.

• Understanding of Lean, Agile and DevOps.

• Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve. Program/project management skills and experience advantageous.

Preferred Skills

• Sound knowledge in ITSM ServiceNow Product Management, Incident/release/change/problem management. Well versed in integrations such as LLDA, SSO, REST, API, JavaScript
• Well organized, with the ability to plan 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