IT Operations Assoc Manager at PepsiCo

Day-to-day operations:

Role manages the day-to-day IT operations activities including overseeing and coordinating vendors that provide service desk, field services, backoffice servers, network connectivity, and application support services; directly manages local IT vendors, contracts and office management such as office moves. Role oversees ITIL process execution compliance; actively develops and implements service level improvement plans; acts as integral part of PepsiCo’s ITSM practices including incident, problem, change, and configuration management.

Financial Management:

Role oversees the local baseline AOP and proactively monitors spend variances; role provides project sustain estimation where needed; plans for local projects. Role partners with local BU BRM, GP, and CFO to drive productivity initiatives.

Stakeholder Management:

Role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments; measures vendor performance in the BU and actively drives performance issues with vendor management. Role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs. Role communicates to customers, senior management, stakeholders, and vendors project status, IT operation KPIs, and notifications such as planned outages and critical incidents.

IT Controls Management:

Role is responsible for ensuring compliance with the IT controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed. Role partners and supports audit teams when required.

Qualifications/Requirements

• Bacheor degree in Engineering or Computer Science
• Strong communication and interpersonal skills
• Stakeholder and vendor management
• Skilled in multiple technology with strong problem solving skills
• 10+ year of experience in customer facing service delivery and operations