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FLNA IT Operations - Service Delivery Manager

PepsiCo Inc.

Plano, TX
Job Code:
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Job Details

JobId: 122109BR
Job Title: FLNA IT Operations - Service Delivery Manager
Location: Plano, TX
Category: IT and Internet


FLNA IT Operations - Service Delivery Manager Problem Management and Prevention Technologies

This position will be accountable for the development and execution of processes to prevent instability for the FLNA business. This position will also be responsible for other sustain initiatives to improve business uptime.

  • Partners with Application Management, Technology Management, Service Management, BRM, CTO, FLNA and Canada Quaker Foods business partners
  • Problem Management trending and analysis
  • Incident and call volume trending and analysis
  • Manage Sector specific Operational Service Improvement Plans
  • Pre-holiday readiness assessments
  • Drive business escalations to completion
  • Proactive Health Check Monitoring
  • DR/HA scheduled testing
  • Analyze and work to improve CMS and GSM data
  • Develop FLNA reporting prototypes and share with sector peers and Global Reporting team
  • Develop/create monthly Operations insights reporting
  • Help refine processes to promote increased operational stability
  • Deliver strong IT customer service to FLNA field and headquarters sites
  • Develop and drive continuous improvement ideas
  • Learn Tableau and leverage tool to gain/share insights


  • 12+ yrs. - IT applications support/development experience
  • 10+ yrs. - FLNA business knowledge
  • Bachelor's Degree Information Technology
  • Strong written/verbal communications skills
  • Strong partnership style
  • Ability to coordinate cross-functional work teams toward task completion
  • ITSM process experience
  • ITIL v3 Foundation certified
  • Strong analytical skills
  • Leadership experience
  • Project Management experience
  • Business Objects and advanced Excel experience
  • Tableau experience a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law ( & EEO is the Law Supplement ( documents by copying and pasting the appropriate URL in the address bar of your web browser.

To view our Pay Transparency Statement, please click here: Pay Transparency Statement

Job Ref: 122109BR",
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