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.
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.
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.
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
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
Executive Leadership teams
Managed Service Providers (HCL, BT, Lenovo)
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