Deputy Director -Service Modernization Lead
Core
Lead global service management product and engineering transformation, driving an AI-first, data-driven operating model for PepsiCo's IT ecosystem.
Role type
Senior IC service modernization lead (ITSM/AI)
Builds
IT Service Management product, automated workflows, AI-led engineering capabilities, and self-healing service patterns.
Domain
Enterprise IT Service Management, AI/ML, Cloud Engineering
Deliverable
production ML models
Required skills
ITSM/Service Management transformation, ServiceNow strategy, AIOps, conversational AI, multi-vendor governance, SLA/KPI frameworks, agile product management, cost-of-service optimization
Preferred skills
MBA, experience in regulated large-scale environments (FMGC)
Technologies
ServiceNow, AIOps, Agentic AI, API-first platforms
Responsibilities
Own and evolve the IT Service Management product and operating model; Lead globally distributed teams of managers and senior leads; Drive service modernization and integration maturity; Establish and govern CSL/SLA KPI structures; Build and scale ITSM product capabilities with AI automation; Lead engineering-led service reliability improvements; Drive product and engineering practices across ITSM capabilities.
Seniority
Senior, hands-on IC with management responsibilities
