Overview
Senior Manager - Sustain Service Management, is responsible for leading and overseeing the transition and ongoing performance of SAP AMS Managed Services
As a result of rapid S4 transformation programs globally and the history of multiple outsourcing arrangements at the sector/market level in the last few years, PepsiCo's AMS landscape is fragmented, with 37 suppliers, differences in AMS capability, tools and ITSM process adherence. PepsiCo strategy is approved to consolidate the fragmented labor model into a globally aligned model supported by a managed services agreement with one vendor, PwC, and is expected to drive $100MM of productivity savings over the 5-year term of the contract versus the current sustain costs. One of the critical expectations of this role is to streamline and drive this large-scale strategic change forward under the leadership of SAP Global Sustain Service Management lead.
The scope of this role is to partner with a team of PepsiCo and PwC resources that will manage the end-end-end Managed services Transition & Sustain Transformation of SAP AMS capabilities partnering with PepsiCo Common Services. The size of the teams (Internal and External) supporting this Transition and Transformation is 600+ people in global markets.
Responsibilities
This role will be responsible for -
1 - Transition Management
- Deliver Transition planning timeline, Vendor onboarding including for Common Services framework
- Managing of Risk, issues and the Mitigation plan,
- Internal stakeholders communication
- PwC readiness to Deliver for PepsiCo, ways of working including the readiness of Common Services integration
2 - Post Transition SAP AMS management with outcome of meeting defined Critical Services level (CSLs) and Key Performance indicators (KPIs)
- Implement Intake process for SAP Sustain Scope changes in partnership with Sector Deployment teams, Sector AMS leads, Global Procurement, Vendor management, D&AI, I&O, IT Security & Controls and PwC
- Implement common processes & the best practices as per Common Service framework
- Day to day governance for Service Improvements, Performance measurement and Contractual obligations as per Common Service framework with a goal to deliver the committed benefits and best services to business in partnership with PepsiCo Global Procurement and Vendor management teams
Responsibilities:
- Partner with the AMS leads, PwC, Technology and Common services teams to deliver a detailed project plan to govern the Transition & Transformation and successful change management.
- Monitor the program's overall progress, key milestones, resources, and dependencies.
- Day to day governance for Service Improvements, Performance measurement and Contractual obligations as per Common Service framework
- Own Scope change governance in partnering with AMS leads, Global Procurement team
- Partner with Sector AMS leads and Common services to implement & adoption for best practices in ITSM process and the tools including Common Service Framework.
Qualifications
- Bachelor's degree in IT, MIS with expert-level knowledge of IT Service Operations and ITSM
- ITIL Framework
- 9+ years in Information Technology management position.
- Prior experience in PGT deployments
- Formal and informal communication skills and a proven ability to develop, maintain and enhance relationships with Senior internal and external stakeholders.
- credibility and impact with Sustain value-stream leaders; adept at coaching, influencing and persuading to gain buy-in to enable change through aligned teams across a matrix organization.
- Self-starter, proactive, and highly organized with demonstrable knowledge and experience in working with large team
- Exhibit a thorough understanding of the implementation and operational issues, demonstrated by a practical approach to problem-solving.
- the ability to define and structure complex problems, evaluate new concepts and ideas, and identify sound recommendations and solutions.
- demonstrable experience of running a multi-streamed program, with excellent project management skills and knowledge of both Agile and Waterfall approaches.
- Track record of consistently delivering excellent results in challenging and/or transformational environments.
