Executive Manager - Service Modernization

At PepsiCo, were 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 user 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. Were 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 PepsiCos digital transformation!

Key Areas: Services & Operations Transition, ServiceNow ITSM Products, Organizational Change Management, Product & Capability Management,

In this exciting role, you'll wear three hats:

• ServiceNow Module Owner: Build & work towards building ServiceNow features roadmap for IT, lead delivery of a modular approach to ServiceNow functionality, and ensure user-friendly, intuitive solutions for user experience. You will coordinate the representation, optimization, and prioritization of all functional requirements for implementation in ServiceNow modules, including but not limited to ITSM areas. Manage and prioritize ongoing backlog of related requirements and enhancements in the pipeline. You will also engage with IT function, service providers & service integrators from the perspective of design, development, testing, and communications of all future product increments and provide input into the unified employee experience design including incident management, service catalogs, user interface, functional descriptions, taxonomy, solution design, process updates etc. You will also be required to work with extended business & IT groups on the requirements for any new services, such as onboarding current business IT functions to the existing routing and workflows.
• Understand the user-facing and advanced features of ServiceNow ITSM, Mobile App, Virtual Agent, Employee Center Pro (ECPro), etc.

• Transformation Leader: Co-ordinate & product manage, oversee representation, maintenance, and prioritization of all relevant functional requirements for implementation in ServiceNow. Maintain integration of service management systems: ServiceNow and other systems in PepsiCo to ensure standardization of service management practices and service governance. Act as a trusted relationship manager towards transformation stakeholders in all matters related to the ServiceNow Module you are responsible for.
• ServiceNow Integration: Responsible for designing, developing, and implementing integrations between ServiceNow and various enterprise systems. Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions, ensuring seamless data flow and process automation. The ideal candidate will have extensive experience with ServiceNow integration technologies such as REST, SOAP, MID Server, and Integration Hub, as well as a strong understanding of ITSM processes. Excellent problem-solving skills, a proactive approach, and the ability to work in a fast-paced environment are essential for success in this position.
• Org Change Management (OCM) & Adoption Lead: Be able to land digital technologies well in a large organization and define strategies for a high adoption rate.

Here's a taste of what you'll accomplish:

• Oversee the accelerated transitions for IT operations globally.
• Manage all documentation, training, and communication related to ServiceNow Module transformation.
• Drive exceptional user experiences with a focus on user centric updates to service touchpoints.
• Champion ServiceNow Module features & user benefits narrative.
• Work to Implement multiple ServiceNow Modules related optimization & automation capabilities.
• Integrate ServiceNow with other IT systems for streamlined data flows.
• Continuously improve and refine ServiceNow Module to achieve intended maturity & transformation goals.
• Stay up-to-date on ServiceNow best practices

Mandatory Tech Skills :

• Bachelors degree in computer science, IT, or a related field, or equivalent experience.
• Total 12+ years of experience in IT Operations and Service Management:
• 8+ years experience in ServiceNow ITSM Module, other modules are added advantage.
• 10+ years of experience in programs/project and/or product management with a focus on ServiceNow configuration, deployment, and customizations
• 3+ years experience in Process Mining, Process Automation, and ServiceNow Integrations and new ServiceNow capabilities e.g. NOW Assist
• 10+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner.

Mandatory Non Tech Skills :

• Proven track record of advanced vendor management skills, including navigating complex collaborative requirements and fostering strategic, positive relationships with external partners.
• Extensive experience with agile methodologies and a distinguished record of working in highly dynamic and agile development environments.
• In-depth understanding of ITSM principles (ITIL certification is mandatory) & relevant experience working on large-scale transformation projects
• Experience with ServiceNow workflows, automation tools, and user-centric solutions.
• Proven ability to manage multiple projects concurrently, leveraging extensive experience to prioritize tasks effectively and drive impactful results
• Excellent analytical and problem-solving skills
• Strong communication and collaboration abilities
• Passion for continuous improvement and innovation.