Itsm Sr. Supervisor (Miguel Hidalgo)

Overview

At PepsiCo, you’ll work in a environment focused on innovation and consumer centricity, delivering joyful moments through food and drinks. This role emphasizes ITSM governance and continuous service improvement across NA and LATAM.

Responsibilities

• The Sector ITSM Sr. Supervisor leads ITSM process governance and drives continuous service improvement across NA and LATAM. Acts as the primary connection between Global ITSM and Sector teams, ensuring alignment to standards, collecting feedback, and identifying opportunities to strengthen Service Management practices.
• Oversees governance of the IT Supplier Orchestrator and ensures effective adoption and execution of ITSM processes across the Sectors.
• Enables well-planned, approved, implemented, and reviewed IT services to reduce operational risk, minimize disruption, and support fast and reliable delivery of business outcomes.
• Lead governance and execution of ITIL-based Service Management processes across LATAM and NA.
• Define, maintain, and enforce ITSM policies, controls, and compliance requirements.
• Ensure high-quality process documentation, including implementation plans, backout steps, validation criteria, and required approvals.
• Support audits by ensuring full traceability for approvals and implementation outcomes.
• Identify and mitigate operational and business impacts, with a focus on Make-Move-Sell functions.
• Lead Post-Implementation Reviews, coach teams on corrective actions, and ensure continuous quality improvement.
• Partner with OnePOC, Change, Incident, Problem, Release, and Service Owners to reduce operational risk and improve end-to-end stability.
• Analyze KPIs, dashboards, and performance trends to identify gaps, prevent recurrence, and guide corrective action plans.
• Provide data-driven insights that influence priorities, trend analysis, and continuous improvement strategies.
• Support assessments, monthly reporting, and leadership reviews to drive ITSM excellence.
• Drive the adoption and maturity of ITSM practices, including process design, enablement, training, and communication.
• Improve automation, workflows, and governance within ITSM tools (e.g., ServiceNow, ADO).
• Ensure clear, timely, and effective communication to users, IT teams, and business stakeholders.
• Oversee Sector-level management of the IT Supplier Orchestrator, including performance monitoring, escalation handling, and follow-up.
• Manage relationships with IT suppliers, business partners, product teams, and internal stakeholders to ensure alignment and effective collaboration.
• Collaborate with cross-functional teams to improve ITSM processes and drive best practices.
• Guide senior IT leaders, product teams, and operations towards high-performing, reliable service delivery.
• Foster a collaborative culture focused on engagement, transparency, and continuous improvement.

Qualifications

• Bachelor’s degree in IT, Business Administration, or equivalent experience.
• Proficient in English.
• 5+ years in IT Service Management or IT operations.
• ITIL certification.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Experience managing stakeholders in a matrixed environment.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Experience with IT supplier management.
• Experience with ITSM tools such as ServiceNow, ADO and PowerBI.

Skills

• ITSM best practices (ITIL)
• Supplier management
• Stakeholder management
• Facilitation and negotiation
• Risk and dependency evaluation
• Leading ITSM ceremonies (CAB, RAB, Performance Reviews)
• Clear communication for technical and non-technical audiences
• Continuous improvement and automation
• Collaboration and teamwork
• Presentation and reporting
• Time management and organization
• Adaptability and flexibility

What can you expect from us

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs.