Senior Manager - Service Introduction & Quality

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 customer 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! Ensure both PepsiCo and managed service providers (suppliers) work in unison to manage both the day-to-day and long-term outcomes of the contractual obligations to help enable PepsiCo to reach its long-term strategic vision and tactical business objectives. In further detail, this role will ensure suppliers will transform contractual commitments for the future and continue to drive day to day operational necessities. Key Areas Global Service Desk (GSD) Transition End to End - Service Introduction IT Operations Management SD Performance Management SD Quality Management Continuous Process/Service/Quality Improvements Responsibilities Responsibilities Ensure all GSD Transition & transformation related activities/trainings/Comms are managed with appropriate planning and execution while working with global adoption team. Responsible for coordinating with Technology and Business Teams to onboard new Service Offerings to the Global Service Desk Drive Global Service Desk FCR for existing Services, maintain high FCR for transitioned Services Contribute to the ideas to advance the Automation within the Global Service Desk Drive Global Service Desk NPS to the best in the industry for existing Services Monitor & Deliver Total Quality Management for the Global Service Desk (GSD) process Drive the collection of performance metrics that will help drive automation, reduce Service Desk contacts, and enhance our decision-making capability. Maintain clear and concise documentation for all GSD-related processes. Escalation Management - Responsible for managing escalations related to GSD, handling tickets and complaints in a professional and timely manner Work with GSD suppliers to drive Service Improvement and Experience Improvement Plans Responsible for developing, supporting, and facilitating knowledge and information management related to Global Service Desk Lead and participate in service desk quality improvement initiatives, contributing insights to enhance workflow and knowledge management. Overseeing all knowledge-related activities, including the management, capturing, sharing, and accessibility of knowledge assets. Adapt and flex about program or project deadline pressure, ambiguity, and unplanned changes or requests that may take priority or have urgent deliverables. Builds a strong team, providing continuous feedback, mentoring, or coaching as needed. Strong oral and written communication skills, excellent interpersonal, analytical, and training skills. Qualifications Qualifications Years of Experience Overall 8 to 10 + years experience in the Global IT/SD Operations Management At least 5 years of experience working in a mid-to-senior level capacity managing a service/help desk technology environment. 5+ Years Experience - of Service Desk Practices 5+ years of experience in process around IT operations 3+ years of experience in Service Level Management, Service Introduction, Total Quality Management, Knowledge Management and SD Performance Management 3 - 5 years experience with Excel Spreadsheets and BI/Monthly reporting/Trend Analysis ITIL v3/v4 IT Service Management 3 + years' Experience in multivendor projects implementation English communication skills, both verbal and written Mandatory Non-Technical Skills: Service Introduction Expertise Transition Management Total Quality Management Service Desk processes Service Level Management Incident Management