SSA IT Service Manager at PepsiCo

While retaining full accountability of the IT Ops Field Service Execution, Governance and Executive Services within South Africa, significant scope has been added in alignment with Organisational changes and geographical business changes

Service Management Lead & Governance

• Lead Service Management – Service Desk Service provided by TATA – TCS to South Africa
• Guarantee Excellent Customer-centric delivery of frontline IT Service provided by PepsiCo Global Suppliers such as TCS, HCL, CTS, BT etc
• Responsible to secure strick adhernace to Service Management Processes and to drive improvements to customer service, improving overall customer satisfaction. Single point of escalation for all IT services being delivered in South Africa
   

Scope: Mobility

• Responsible for the End to End Governance and Delivery of Telephony Mobility within South Africa

Scope: Transition to Sustain

• Guarantee that any newly deployed service has a sound Transition to Sustain and support model
• Strong interaction with IT Tech Ops and IT AMS Ops for project delivery
• Organise and Secure the appropriate training and materials for the Outsourced Service Desk Team in Hyderabad which will guarantee correct supportability of the service to the business

Scope: Technology Coordinator for Project Delivery within Central Europe

• Heavy Engagement with any Business, Transformation or Technology Project as a result in changes within the CTO and Technology Delivery – IPDS-IDIS
• Strong Engagement and cooperation with IT Tech Ops Lead to guarantee compliance and sustainability of project outcome with sustainable IT Tech Services
• Any market based technology support, hands and feet or field service support
• Local vendor engagement

Qualifications/Requirements

• Strong Communication and Interpersonal skills
• Proficient in English (Verbal and Written)
• Stakeholder and Vendor Management
• Skilled in multiple technology with strong problem solving skills
• Customer Centric Behaviour – delivering services that meet the customers needs and change as required
• Strong understanding of Service management and Service Sustain
• ITIL
• 10+ year of experience in customer facing service delivery and operations