• 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

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