Senior Manager - ESM Service Design POD

The Enterprise Service Management Service Design POD supports the Enterprise Service Management Service Design Lead in ensuring standardized and scaleable service management processes, products, & solutions are assessed, established, delivered, sustained, and governed across PepsiCo Enterprise Service Management owned solutions (ServiceNow and other solutions over time ), enabling a common, consistent, and intuitive user experience.

This role will partner with service owners and service management capabilities across PepsiCo, including GBS, IT, HR, and others, to ensure consistency, scaleability, and effectiveness of the enterprise service design at PepsiCo. This role will require extensive stakeholder engagement and matrixed relationship building in order to effectively assess and design new services in line with Enterprise Service Management standards.

Role must have strong experience and up to date understanding of industry service management and service delivery process and technology solutions, as well as deep understanding and experience with service design principles, in order to ensure alignment of PepsiCo service management processes & solutions to industry best in class standards.

• Assess & evaluate high level business requirements and services for fit within PepsiCo Enterprise Service management solutions, both ServiceNow and other related solutions. Partner with other teams and roles, such as Enterprise & solution architecture, ServiceNow platform team, and ESM Leads to make recommendations aligned to overarching ESM strategy, and ServiceNow release/Product roadmaps
• Partner with service owners and business analysts across PepsiCo functions to ensure new services leverage the enterprise service management solution to maximizes user experience, process efficiencies, and enterprise scalability while delivering the specific requirements of the individual functions/products
• Partner with ESM Program & portfolio and ESM leads to align new ESM solutions and products to integrated roadmaps
• Ensure service alignment and best practices across all relevant Service management processes, and common capabilities (g. Knowledge, service request and delivery, etc)
• Monitor industry trends and best practice in relation to Enterprise Service Management
• Assist with the strategic roadmap for service design practice across PepsiCo enterprise
• Assist with repeatable Service design standards and templates; drive an awareness, understanding, and culture of Service design excellence across the PepsiCo Enterprise.

• 4 to 7 years experience in designing, implementing and/or supporting ServiceNow specifically (ie: ITSM, HRSD, and/or other products)
• 4 to 7 years Service management background and experience, especially in Service design, experience design, or process design
• Ability to work collaboratively and proactively with multi-functional teams
• Broad understanding of the current and emerging Service management trends and developments
• Ability to influence, persuasive and strong in stakeholder management, especially across matrixed organizations
• Excellent communication skills
• Service design expertise