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.

Deputy Director -Service Modernization Lead