Overview:
**CAREERS TO SMILE ABOUT**
At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.
At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.
Whatever your role, you’ll be part of a integral community that values your ideas and empowers you to make an impact, on your career and on the world around you.
**Responsibilities**:
**The Opportunity**
The Sector ITSM Sr. Supervisor leads ITSM process governance and drives continuous service
improvement across NA and LATAM. This role 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. The position oversees governance of
the IT Supplier Orchestrator and ensures effective adoption and execution of ITSM processes
across the Sectors. By enabling well-planned, approved, implemented, and reviewed IT services,
this role helps reduce operational risk, minimize disruption, and supports fast and reliable delivery
of business outcomes.
**Your Impact**
Service Management Governance
- 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.
Operational Excellence & Risk Reduction
- 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.
Performance Insights & Continuous Improvement
- 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.
ITSM Enablement & Adoption
- 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.
Supplier Orchestration & Stakeholder Management
- 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.
Leadership & Cross-Functional 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:
**Who Are We Looking For?**
- 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

📌 Itsm Sr. Supervisor (Miguel Hidalgo)
🏢 PEPSICO
📍 Miguel Hidalgo