PepsiCo Careers

IT Operations Service Manager

Plano, Texas
IT

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United States - English

Job Description

Auto req ID: 147373BR

Job Description

  • This role will lead and manage service management processes and metrics for the FL IT OPS organization. This role will support the ITSM Transformation Program and will be responsible for the development of SLA/SLEs
  • Lead and manage service management processes and metrics for the FL IT OPS organization: Incident Management, Problem Management, Change Management, Release Management, Configuration Management, etc
  • Lead and manage Operational Service Improvement Plans (SIPS) for the FL IT OPS organization
  • Be an IT advocate for the FL Business team. Learn and understand the critical field business processes that drive the FL Business
  • Support the Global ITSM Transformation Program and represent FLNA requirements back to the global team.
  • Be responsible for the development of SLA/SLEs
  • Drive and support “Business as Usual” and Problem Management Resolution activities, requests, and projects.
  • Perform on call “Business Critical Incident Management” duties as required
  • Perform detailed data analysis on operational metrics, interpreting results, and identifying trends

Qualifications/Requirements

  • Bachelor’s Degree preferred, technical certifications are a plus
  • Strong customer service skills
  • Excellent written and verbal communication skills
  • Ability to work well under pressure and make decisions quickly
  • Highly motivated individual who is organizationally savvy and possesses an executive presence
  • Minimum 8 years IT experience at a company of similar size and complexity as PepsiCo
  • Minimum 3 years IT operations support experience at a company of similar size and complexity as PepsiCo
  • Minimum 1 year IT field services support experience at a distributed company of similar size and complexity as PepsiCo (FL DSD). FL Field operations support experience a plus
  • Experience with IT Service Management processes, practices, and tools
  • Experience in developing operational SLA/SLEs

Relocation Eligible: Not Eligible for Relocation
Job Type: Regular


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy

Please view our Pay Transparency Statement