Itsm Manager

Overview: The Manager - ITSM is part of the IT Operations team within the PepsiCo CTO Organization at Cairo. PepsiCo has a multivendor hybrid outsourced model for its Infrastructure IT operations. The PepsiCo IT Operations team works with various businesses, in-house IT teams, IT partners, and OEMs to maintain high-quality services around the clock. Within IT, the IT Service Management team leads the maturation and governance of key IT support processes and provides performance insights to drive continuous service improvements. Our processes, services, and tools serve as a key entry point for an extensive set of IT and non-IT users seeking and providing support of IT services and products across the globe for PepsiCo. As the ITIL Process Owner in our IT Service Operations team, you will review current processes and implement process improvements to enhance service levels to our customers. You will partner closely with Sectors and Service Delivery Managers to ensure standardization across teams, providing coaching to enable seamless operations and continued evolution around delivery quality. As a result of rapid growth, the global nature of the business, and the history of multiple outsourcing arrangements, PepsiCo's landscape needs to be more cohesive, with numerous duplications in data and tools and low process adherence. One of the critical expectations of this role is to be streamlined and drive large-scale change forward. This role will need to quickly understand the current landscape and develop the road map to achieve the desired future state. **Responsibilities**: >Work closely with Senior stakeholders across the organization as a thought leader on ITIL process re-engineering and continuous improvement >Evaluate IT processes regularly, especially Knowledge Management (KM), identify areas where the targeted process metrics are not reached, and hold regular benchmarking, audits, maturity assessments, and reviews >documenting, analyze, and re-designing key processes across functions and Sectors to realize efficiencies. >Continual service improvement - define processes across the technology teams to ensure our contractual commitments, SLAs and KPI to customers are always adhered to >Ensure processes and procedures are aligned to ITIL best practices and remain fit for purpose >Work with teams to assist in identifying service gaps and building business cases to address these >Quality Assurance - call notes/updates, ticket summary, prioritization, and categorization. Ticket quality checks are actioned monthly. >Working with multiple internal delivery units and/or third parties to provide a total solution Qualifications: Mandatory Skills - 10 - 14 yrs experience and Must possess an understanding of the ITIL framework, and an ITIL expert certification is strongly recommended (ITIL v3 certification and /or ITIL v4). - High-level understanding of the Service Now platform capabilities, particularly Workflow Designer - Must possess a high degree of professional confidence and credibility with the presence and communication skills to represent IT-related concepts effectively to all levels - Effective managing conflict situations & representing position w/ supporting evidence & rationale - Ability to represent complex topics verbally and visually to leadership in a concise manner - Ability to simplify process / challenge others to think through complex processes to drive simplification - Broad understanding of the current and emerging IT Service Management trends and developments Preferred Skills - >Well organized, with the ability to plan ahead for short - to medium-term objectives and able to identify, organize and facilitate the work is required - >Strong communications and influencing skills, with the ability to fluently interact with subordinates, peers, and Senior Management - Conceptual Selling 3- Capable - Deployment Planning and Execution 3- Capable - Program/Project Management 3- Capable - Relationship Management and Service 4-Advanced - Technology Innovation 3- Capable - PepsiCo Business Expertise 3- Capable - Leading Change 3- Capable - Verbal Communication 4-Advanced - Written Communication 3- Capable - Financial management 2 - Some Experience - Facilitation 4-Advanced - Risk Management 3- Capable