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PepsiCo is a global food and beverage leader with net revenues of more than $65 billion and a product portfolio that includes 22 brands that generate more than $1 billion each in annual retail sales. Our main businesses - Quaker, Tropicana, Gatorade, Frito-Lay and Pepsi-Cola - make hundreds of enjoyable foods and beverages that are loved throughout the worl...
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
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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
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- Ensure that short term and long term maintenance plans are developed and executed on the plant in a manner that will benchmark to PepsiCo best practice.
- Ensure maximum plant availability and reliability by leading and directing the maintenance team, ensuring at all times adherence to Safety legislation, relevant SANS codes and PepsiCo standards.
- Drive effective execution of routine, preventative and reliability maintenance schedules.
- Development of daily, weekly, monthly and 12 months maintenance plans and execution for Isando site while driving synergies with the other PepsiCo plants.
- Provide support on project scoping, execution and commissioning by ensuring key maintenance resources are part of each stage of the project.
- Management and development of the maintenance team and leverage skills in other SA sites to drive capability building.
- Effectively drive synergies with the Reliability and Utilities functions to optimise plant performance.
- Drive PEMM maturity and ensure adherence to maintenance standards with special focus on asset utilisation, planning preparation and maintenance execution.
- Ensure availability of critical spares through regular reviews of equipment performance, equipment criticality assessments and equipment changes/upgrades.
- Development of maintenance and training budgets in line with the annual maintenance calendar and skills matrix.
Manage and deliver the required maintenance team service level on Food Safety (AIB), IPS, Quality and sustainability metrics
Qualifications/Requirements
- Bachelor’s Degree in Electrical/Mechanical Engineering preferred or National Diploma.
- 5+ years’ experience in maintenance management role
- Strong knowledge of engineering concepts, including electrical, hydraulic and mechanical systems
- Ability to interpret blueprints, specifications and schematics
- Effective interpersonal and written communication skills
- Able to work in a fast-paced environment and multi-task effectively
- Excellent organizational and prioritization skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint) and maintenance software (e.g. SAP, On Key).
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