Global Helpdesk Lead

PepsiCo
PepsiCo

India · Hyderabad, Telangana, India

Posted on Jun 17, 2026
Overview

Main Objective

  • This role serves as the global owner for the design, governance, and performance of Requisition-to-Pay (R2P) and Accounts Payable (AP) help desk operations. The Global Help Desk Lead ensures consistent intake, triage, resolution, and escalation of R2P and AP issues across all Global Capability Centers, delivering a high-quality, efficient, and compliant end-user support experience aligned with PepsiCo’s global service delivery strategy.
  • This scope also includes oversight of AP queries processed by third-party outsourcing partners, ensuring alignment to global standards, consistent service delivery, and effective vendor performance management across regions.

Purpose

  • Serve as the global owner for R2P and AP Help Desk operations, mobilizing the Global R2P Ops & Support CoE strategy into a clear, scalable, and consistently executed support operating model across all Global Capability Centers (GCCs).
  • Ensure end-to-end Help Desk services, covering intake, triage, resolution, escalation, knowledge management, and performance management, to deliver a reliable, compliant, and high-quality support experience for end users and suppliers.
  • Own centralized, end-to-end transaction monitoring across the R2P lifecycle, providing proactive visibility into aged, stalled, or high-risk transactions and coordinating triage and escalation across PR2GR, AP, Digital Enablement, and regional teams.
  • Act as the primary decision authority for Help Desk design choices and standards, balancing global standardization with regional execution needs to provide timely resolution considering complex, urgent, and language dependent requirements.
  • Enable effective regional execution by setting clear expectations, escalation paths, and performance measures for regional leads while retaining accountability for global outcomes.
  • Drive continuous improvement in service quality, efficiency, and user experience by leveraging data, automation, self-service, and process simplification in partnership with Digital Enablement, IT, and Process Owners.
  • Protect PepsiCo from operational, financial, and compliance risk by ensuring Help Desk processes, escalations, and resolutions align with internal controls, audit requirements, and risk management standards.
  • Drive alignment and standardization of Help Desk training materials and knowledge assets across regions, ensuring consistent onboarding, capability building, and adherence to global ways of working.
  • Ensure customer / stakeholder satisfaction across sectors through consistent KPI tracking, solving main challenges and providing timely resolution to issues

Scope

  • Global R2P and AP help desk operations across all markets supported globally.
  • End-to-end support lifecycle including intake, triage, resolution, escalation, knowledge management, and performance reporting.
Responsibilities

Global Help Desk Operating Model & Governance

  • Owns global Help Desk capability across all regions, delivery models (captive, BPO, hybrid), and business units within the R2P and AP scope. (Accountable – Decision Authority)
  • Manage inquiry standards, including intake criteria, prioritization rules, SLA definitions, escalation logic, and performance expectations across all R2P and AP support desks. (Accountable – Decision Authority)
  • Maintain global issue routing and escalation pathways, determining when issues can be resolved within the R2P/AP Help Desk or require support from IT, Category Management, Process Owners, or other functions for resolution. (Accountable – Decision Authority)

Service Delivery Oversight & Risk Management

  • Ensure effectiveness of global issue triage and troubleshooting, including accountability for timely resolution of incidents and coordination of root-cause analysis for recurring or systemic issues impacting R2P and AP operations. (Accountable / Executes through regional teams)
  • Ensure a consistent global end-user support experience, applying global standards while enabling region-specific execution requirements without compromising service quality, compliance, or responsiveness. (Accountable)
  • Ensure alignment with internal controls, audit requirements, and financial risk management standards, safeguarding the integrity of supplier payments, financial reporting, and compliance across global AP operations. (Accountable)
  • Ensure execution discipline of global Help Desk operations by establishing and governing operational cadence (daily/weekly reviews, SLA tracking, quality audits, and backlog/aging management) across all regions and BPO providers.

Performance Management, Enablement & Continuous Improvement

  • Own Global Help Desk performance monitoring and reporting, including ticket volumes, resolution timelines, SLA adherence, backlog trends, and user experience metrics to drive transparency and continuous improvement. (Accountable)
  • Establish and govern global knowledge management standards, ensuring support documentation, resolution playbooks, and escalation guides are accurate, current, and consistently applied across regions. (Accountable)
  • Partner with Global R2P Ops & Support leadership and enabling functions to identify and drive opportunities for automation, self-service, and process improvements that reduce manual support demand and increase efficiency. (Consulted / Executes selectively)
  • Provide functional leadership to regional Help Desk Support Leads, setting expectations for performance, capability development, and adherence to global ways of working while enabling effective regional execution. (Accountable / Consulted)
  • Define and enforce global quality standards and audit mechanisms for Help Desk responses, ensuring consistency, accuracy, and compliance across regions and BPO providers.
  • Partner with Digital and IT teams to enable Help Desk tools (e.g., ServiceNow), ensuring effective deployment, adoption, and continuous optimization.
Qualifications
  • Min. 15 years of experience in Requisition-to-Pay (R2P), Accounts Payable, or adjacent business processes
  • 15-18 years of total experience
  • Deep understanding of R2P and AP processes within ERP and procurement platforms (e.g., SAP, ServiceNow, myBUY)
  • Proven experience leading global shared services or GBS support operations
  • Strong knowledge of controls, compliance, and risk considerations within procurement and finance operations
  • Demonstrated success operating in complex, global, matrixed environments
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