Overview The Global Service Desk (GSD) Lead will be responsible for managing and executing the Global Service Desk operations, ensuring seamless service delivery and support to PepsiCo's global user base. This role involves overseeing the implementation of the proposed service desk solution, driving continuous improvement, and ensuring alignment with PepsiCo's business objectives. Responsibilities Service Desk Management: Oversee the daily operations of the Global Service Desk, ensuring efficient handling of incidents and service requests by our managed services vendor. Leadership: Lead and manage a global team of Service Desk Managers at PepsiCo, providing guidance, and ensure effective performance management. This team works with our managed services vendor who manages the global service desk. Service Delivery: Ensure the service desk operates as a single point of contact for users, handling all IT-related incidents and service requests. Process Improvement: Drive service automation and experience-centric service desk operations, leveraging digital tools and analytics. User Experience: Enhance user experience through proactive and predictive data analytics, and by adopting tools to transform the ways of delivering services. Collaboration: Work closely with various departments, including Global IT, Sector IT (Regions), and various business units, to ensure alignment and effective service delivery. Reporting: Track, report, and enhance employee experience through dedicated employee experience offices and digital incubation centers. Compliance: Ensure compliance with PepsiCo's service level agreements (SLAs) and key performance indicators (KPIs). Qualifications Education: Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree is preferred. Experience: Minimum of 15 years of experience in IT service management, with at least 5 years in a leadership role managing a global service desk. Certifications: ITIL Certification is required. Advanced ITIL certifications (e.g., ITIL Expert) and certifications in project management (e.g., PMP) are highly desirable. Skills: Strong leadership and team management skills. Experience in managing vendors, driving RFPs, reviewing billing and managing basic financials and billing. Excellent communication and interpersonal skills. Proficiency in IT service management tools and platforms (e.g., ServiceNow). Experience with automation and digital transformation initiatives. Strong analytical and problem-solving skills. Ability to work in a fast-paced, dynamic environment.