IT Site Lead

Overview The scope of this role is to manage Manila Global Capability Centre (GCC) IT infrastructure and operation including end user field services, network, computing and workplace services. Be the IT owner in the Manila GCC project team for building and developing the new Manila GCC aligning with the long-term evolution plan with 2000 associates. Leads the execution of the global operations model for end-to-end IT support, implementing best practices on support services delivery and covering compliance of service level agreements with extended teams and business end users. Coordinates and priories the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non-critical incident reported by the user’s community. Drives the proper services process follow up and execution ensuring users and service areas are processes compliance. Accountable for compliance with PepsiCo’s ITSM processes and execution, ensure system stability and proactively takes action to prevent accidents, overseeing critical incident management when needed. Partner with finance and procurement, manage vendors to ensure all IT infrastructure and operation services are delivered with quality, on time and cost effective. The projected all-in growth trajectory is as follows: FY2026: ~260 associates FY2027: ~1,100 associates FY2028: ~2,000 associates Responsibilities Project Delivery Review, deliver and own Manila GCC IT infrastructure and end users services to align with the long-term evolution plan. Partner with project owner to translate business requirements to IT tasks and ensure timely delivery of IT services. Review IT related project plan, ensure finance and procurement execution, and deliver services on time. IT Operations Review daily, weekly, and monthly operation services. Supports executive members and ensure that they receive right support from all the service providers in timely manner. Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery with extended teams (end user services network, computing, etc.). Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units. Review and provide insights with extended teams to ensure efficient maintenance and compliance to all disaster recovery plans to accomplish control and Risk Management process and procedures. Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement. Business engagement review to determine availability from all site IT services (Applications, Network, Servers, End user devices, etc.) Review, complement and maintain all ITOPS processes according ITOPS Gold standards. Stakeholder’s Management The role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs. Participate and manage all service desk communication to end users This role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments; measures vendor performance for the site and actively drives performance issues with vendor management. Communicate to customers, senior management, stakeholders, and vendors project status, IT operation KPIs, and notifications such as planned outages and critical incidents. Asset Management Work closely with the Assets Management and extended teams, to perform analysis of our inventory and ensure utilizing inventory effectively, purchasing the right equipment, maintaining solid inventory data and reducing license footprint. IT Controls/Audits Management: The role is responsible for ensuring compliance with the IT controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed. Role partners and supports audit teams when required. Qualifications Education & Years of Experience Bachelor’s degree in engineering or computer science 10+ years of experience in IT service delivery and operations 5+ years of experience working on managing day-to-day IT operational incidents requests from the business 5+ years’ experience in IT service management, process improvement, project management, and/or program development Technical Skills Should be expert in workplace management software, Office365 tools – OneDrive, SharePoint, Outlook Should have good understanding of Active Directory, SCCM Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, Core Networking and Server infrastructure, Storage, Cloud Services, Video Conferencing fundamentals and printing. Must have some level of technical knowledge, important to know where to access that information, understand the business and be able to identify the subject matter experts in each area of the business and the IT department. Extensive background in measurement of IT, services, deliverables, and inputs Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to Incident management, Problem management, change management, Configuration management, Knowledge management, Availability management, Continuous improvement, Service reporting and KPIs to improve incident resolution and customer service standards. Extensive background in measurement of IT, services, deliverables, and inputs ITIL foundation certified preferred Non-Technical Skills Strong communication and interpersonal skills Stakeholder and vendor management Strong Problem Management Skills. Ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue. Understand the basics of the technical aspects of problems to serve as the translator between the business and IT. Ability to work and team effectively with IT OPS & extended groups and other management Project Delivery Review, deliver and own Manila GCC IT infrastructure and end users services to align with the long-term evolution plan. Partner with project owner to translate business requirements to IT tasks and ensure timely delivery of IT services. Review IT related project plan, ensure finance and procurement execution, and deliver services on time. IT Operations Review daily, weekly, and monthly operation services. Supports executive members and ensure that they receive right support from all the service providers in timely manner. Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery with extended teams (end user services network, computing, etc.). Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units. Review and provide insights with extended teams to ensure efficient maintenance and compliance to all disaster recovery plans to accomplish control and Risk Management process and procedures. Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement. Business engagement review to determine availability from all site IT services (Applications, Network, Servers, End user devices, etc.) Review, complement and maintain all ITOPS processes according ITOPS Gold standards. Stakeholder’s Management The role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs. Participate and manage all service desk communication to end users This role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments; measures vendor performance for the site and actively drives performance issues with vendor management. Communicate to customers, senior management, stakeholders, and vendors project status, IT operation KPIs, and notifications such as planned outages and critical incidents. Asset Management Work closely with the Assets Management and extended teams, to perform analysis of our inventory and ensure utilizing inventory effectively, purchasing the right equipment, maintaining solid inventory data and reducing license footprint. IT Controls/Audits Management: The role is responsible for ensuring compliance with the IT controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed. Role partners and supports audit teams when required. Education & Years of Experience Bachelor’s degree in engineering or computer science 10+ years of experience in IT service delivery and operations 5+ years of experience working on managing day-to-day IT operational incidents requests from the business 5+ years’ experience in IT service management, process improvement, project management, and/or program development Technical Skills Should be expert in workplace management software, Office365 tools – OneDrive, SharePoint, Outlook Should have good understanding of Active Directory, SCCM Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, Core Networking and Server infrastructure, Storage, Cloud Services, Video Conferencing fundamentals and printing. Must have some level of technical knowledge, important to know where to access that information, understand the business and be able to identify the subject matter experts in each area of the business and the IT department. Extensive background in measurement of IT, services, deliverables, and inputs Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to Incident management, Problem management, change management, Configuration management, Knowledge management, Availability management, Continuous improvement, Service reporting and KPIs to improve incident resolution and customer service standards. Extensive background in measurement of IT, services, deliverables, and inputs ITIL foundation certified preferred Non-Technical Skills Strong communication and interpersonal skills Stakeholder and vendor management Strong Problem Management Skills. Ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue. Understand the basics of the technical aspects of problems to serve as the translator between the business and IT. Ability to work and team effectively with IT OPS & extended groups and other management