IT EUC & Workplace Services Manager (Associate Manager) at PepsiCo

Responsibilities

• Support infrastructure delivery team to deliver projects on-time and within budget.
• Manage work-in-take for projects and business asusual demand. Create and track service requests assigned to managed service providers in support of business as usual and projects.
• Review and approve technical solutions andestimations provided by PepsiCo’s suppliers.
• Manage project communications and reporting
• Develop project KPI dashboards; Track and report on overall health of the projects including risks and issues;setup and delivery consistent project updates and status via regular project performance scorecards
• Partner with Asset Management team in hardware procurement and asset tracking
• Assist with onboarding PepsiCo’s Infra delivery suppliers and partners
• Assist with project budget management, tracking, forecasting and billing reconciliations.
• Assist Project teams with escalations to the 3rd partysupplier’s, and review 3rd party supplier's response levels to Service Requests and Change Requests.
• Ensure continuous improvement in value optimization, IT performance, and business processes where applicable
• Implement standard and improved processes and tools to improve the quality and efficiency of Infrastructure delivery based on ITIL methodology.
• Maintain and update system documentation including process and procedure manuals.
• Ensure handoff to IT Operations team for seamless transition from project completion to ongoing sustain

Qualifications

• The IT EUC & Workplace Services Manager is equally responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the business
• Has expert ability in ensuring a coordinated delivery of the service in multiple locations across the region involving different countries, cultures, people, and technologies
• Strong experience in managing multiple projects, stakeholder management, presenting to leadership teams
• 3 - 5 years + relevant experience working for a managed services company/IT/ICT company as an IT Service Manager
• Ability to work in/with virtual teams that can be located anywhere in the world.
• Vendor management skills as there are numerous 3rd parties involved.
• Keeps up to date with emerging technologies, tools, trends and regulations in order to consult with the business in making good decisions on consumer/associate facing technology solutions.
• Strong analytical skills and attention to detail
• Excellent verbal, written communication skills, presentation skills
• Strong administration and great leadership skills, ability to motivate staff and keep calm under pressure especially in stressful situations
• Collect data and analyse trends compared to baselines, targets, SLAs and benchmarks.
• Set Continual service improvement in efficiency and cost effectiveness throughout the entire service lifecycle
• Initiate a service improvement plan through the CSI process and ensure the implementation of the approved improvements
• Provide a means for staff members to recommend improvement opportunities
• Measure, report and communicate service improvement initiatives
• Continuously establish strong relationships with internal service providers to ensure a supportive and trust-worthy relationship.
• Pro- actively identify and manage risk to the busines
• Escalation management and customer engagement