IT Operations Head, Greater China Region Req ID: 145882BR
PepsiCo, Inc.
Greece
πριν από 9 μέρες

Job Description

This is a PepsiCo career opportunity. This position is in PepsiCo China HQ. Please log onto www.pepsicojobs.com / main / china to find more career possibilities in PepsiCo China.

Role :

  • Deliver and optimise IT sustain services to the China Region including Service Desk, Field Services and market level delivery of local, sector and global EUC, Cybersecurity, Infrastructure initiatives.
  • Drive the continuous improvement of all IT Operations related services, processes and controls in order to meet business requirements and facilitate key business results.
  • Accountabilities :

  • Lead the delivery of IT sustain services across the China Region including Service Desk and Field Services functions.
  • Ensure uninterrupted availability of services and minimize unplanned system downtime.
  • Deliver a high standard of customer service including timely incident resolution and request provisioning and effective communications.
  • Partner with business partners, vendors and Global IT functions to deliver local and global priorities including EUC, Technology, Infrastructure and Security ensuring to plan, in budget, with no / minimum business interruption.
  • Ensure prompt escalation and rapid resolution of Critical Incidents 24*7
  • Manage metrics and KPIs for IT services and analyse to identify and implement continuous improvement projects
  • Ensure all compliance with all IT policies, procedures and controls including compliance to security protocols and landscape hygiene requirements.
  • Support the delivery of the Global ITSM transformation and continuous improvement initiatives through regularly review and enhancement of processes.
  • Lead identification and implementation of streamline and automation initiatives and regularly review contracts and IT costs to identify and implement productivity and cost savings opportunities.
  • Hold regular vendor reviews to ensure vendor contracts and service agreements are being met.
  • Develop IT Operations team capabilities and drive a constructive, customer service focused culture.
  • Regularly review utilisation and quality of IT services and leverage the feedback and trends to increase user capabilities and adoption of services through a broad user training program.
  • Measurements :

    Timely and quality of resolutions on Incident, Service and Change Requests from users

    Business continuity without major business interruption

    Customer Satisfaction results

    Finish project on time and on budget without major business interruption

    CIM KPIs and Business Downtime costs

    SLAs and Customer Satisfaction results

    SLAs

    Development of staff knowledge and skills / Training attended and certified

    Increase in utilization of services and decrease in related user support requests

    Working Relationships : Internal :

    Internal : IT Team

    IT Team

    Executive Leadership teams

    External :

  • Managed Service Providers (HCL, BT, Lenovo)
  • Vendors
  • Qualifications / Requirements

    Qualifications / Requirements :

  • Bachelor Master Degree in IT or related field
  • Experience supporting SAP, Windows Servers
  • Experience in a large corporate environment working with global IT teams and managed service providers.
  • Experience in leading delivery of complex projects following a formal project management methodology.
  • Experience in managing teams in remote locations.
  • Excellent customer service skills to both internal and external stakeholders including Executive Stakeholder management
  • Broad Technical skills and Strong analytical skills
  • Related tertiary studies would be highly regarded
  • Desire and ability to coach and lead a team to develop technical skills, business knowledge, customer service capability
  • Relocation Eligible : Not Applicable

    Job Type : Regular

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