Deputy Director -Service Modernization Lead
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Overview:
We are seeking a Deputy Director – Service Modernization \& AI\-led Engineering to lead the global service management product and engineering transformation of PepsiCo’s IT ecosystem, driving an AI\-first, data\-driven, engineering\-led, and experience\-focused operating model across a large, multi\-disciplinary organization.
This role owns the IT Service Management product and operating model — spanning Process, Service Experience, Automation, AI\-led Engineering, Reliability, and Continuous Improvement — and leads service modernization initiatives that simplify ways of working, enable product\-led capabilities, automate operations, and embed intelligent, self\-healing patterns into the enterprise IT ecosystem.
You will manage managers, senior engineering leads, and strategic vendors across a global organization, drive modernization and engineering portfolios, and represent Service Management product capability to PepsiCo leadership
Responsibilities: * + Own and evolve the IT Service Management product and operating model, integrating Process Management, Service Experience, Automation, AI\-led Engineering, Reliability Engineering, and Continuous Improvement frameworks across global operations. + Lead globally distributed teams, managing managers, senior engineering leads, product capability teams, automation teams, and vendors across service management, AI\-led engineering, and enterprise service modernization. + Drive teams in an agile, product\-oriented, and outcome\-focused way of working, ensuring clear priorities, measurable business outcomes, disciplined execution, and continuous delivery of value. + Establish and govern CSL/SLA KPI structures — performance dashboards, benchmarking, SLA/XLA tracking, engineering productivity metrics, service reliability metrics, and KPI Tree frameworks that connect operational performance to business value drivers. + Drive service modernization by partnering with platform and technology teams to harmonize fragmented service management capabilities, improve integration maturity, simplify workflows, and enable scalable, API\-first and event\-driven service experiences. + Build and scale ITSM product capabilities, workflow automation, service orchestration, and integration\-led services as part of an AI\-first operating model, including AIOps, conversational AI, chat/voice automation, Agentic AI, and intelligent workflow engineering to drive ticket deflection, ticket elimination, faster resolution, and productivity gains. + Lead engineering\-led service reliability improvements by embedding automation, observability, telemetry, root cause intelligence, proactive detection, and self\-healing patterns into the service management ecosystem. + Drive product and engineering practices across ITSM capabilities, including reusable integrations, automation frameworks, workflow standards, agile backlog management, release governance, prioritization, sprint planning, and scalable capability delivery. + Lead multi\-vendor governance, including Orchestrator–Operator models, across global functions, ensuring engineering accountability, delivery quality, cost\-efficiency, standardization, and centralization opportunities. + Drive cost\-of\-service optimization through automation, digitalization, product simplification, productivity engineering, and operating model simplification. * Champion organizational change management, engineering capability building, AI adoption, agile maturity, and a performance\-oriented, customer\-led culture across global teams. *
Qualifications:
* 16\+ years of progressive IT/technology leadership experience, including direct experience leading large team, globally distributed organizations and managing managers/senior leads. * Proven track record of enterprise ITSM/Service Management transformation in regulated, large\-scale environments (FMGC or comparable enterprise settings). * Deep expertise in ServiceNow strategy, ITIL processes, and multi\-tool platform harmonization/consolidation. * Demonstrated success building AIOps, ServiceNow integration and automation of services, and conversational AI/chatbot capabilities that measurably reduce MTTR, ticket volume, and manual effort. * Strong governance experience: KPI/SLA/XLA frameworks, vendor governance, service catalogue management, and audit/compliance readiness. * Experience owning multi\-million\-dollar budgets and driving cost\-of\-service optimization at enterprise scale. * Excellent stakeholder management skills, with experience engaging senior leadership, Global Process Owners, and multi\-vendor ecosystems. * Bachelor's degree in Engineering or related field; advanced management education (MBA) preferred.
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