Associate Director, Servicenow Catalog Factory

Overview:
**Associate Director, ServiceNow Catalog Factory (Product Management)**

**Location - Cairo, Egypt**

**PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.**

**Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people. For more information, visit**
**.**

**Main Purpose**:
The Associate Director, ServiceNow Catalog Factory 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 Catalog Factory Product Manager in our IT Service Operations team, you will review current ServiceNow Catalog and request items and optimize them for automation, and better, faster service delivery. You will partner closely with Sectors and Service Delivery Managers to ensure standardization across teams, the way they provide support and get their catalogs request items ready for automation.

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.

**The role will also be focused on catalogue design and refinements to progress the automation journey, delivering Catalogue Factory Product Roadmap in alignment with Automation Roadmap.**

**Responsibilities**:

- Work closely with Senior stakeholders across the organization as a thought leader on user centric, optimized, automation-ready service catalog & request items
- Work with Service Request Management (SRM), to educate them towards standardized catalog and ServiceNow standards.
- Identify areas where catalogs are not optimized for automation and get them into standardized UI/UX
- Work with Global Process Owners (SRM etc.) to ensure they drive the catalog adoption across the services, oversee the adoption and communication approach.
- Working with Associate Director, Automations and multiple internal delivery units and/or third parties to provide a total solution

Qualifications:
**Mandatory**:

- Bachelor’s degree or higher in computer science, engineering or related field required; master’s degree preferred.
- At least 15 years of hands-on experience implementing and supporting Catalogs, Portal, ITSM within ServiceNow
- At least 10 years of hands-on experience in System Definition, Business Rules, Menus, UI/Forms, UI Actions, Content Management
- Must understand the ITIL framework, and an ITIL expert certification is strongly recommended (ITIL v3 certification and /or ITIL v4).
- High-level understanding of the ServiceNow platform capabilities, particularly Workflow Designer
- Broad understanding of the current and emerging IT Service Management trends and developments

**Preferred**:

- Product Management with Agile experience, preferably understands Azure DevOps (ADO) tool
- SAFe POPM or equivalent certificate is preferred
- 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
- Strong problem-solving skills: the ability to simplify complex situations
- Proficient in documenting functional design elements
- Strong Facilitation skills
- Ability to assess and mitigate risk
- Demonstrate strong leade