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.

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.