Deputy Director -Service Modernization Lead

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.
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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.