The role drives the delivery of Field Service operations across the Saudi Snacks Foods locations including 2 manufacturing locations and the Executive Leadership located in Riyadh HO.
The role works closely with Sector/Global IT support teams and 3 rd party providers to ensure Service Levels and Customer Expectations are achieved and to ensure stability of IT Infrastructure.
The role has a strong customer facing component and is the first escalation point for Saudi Snacks Foods users community.
The role involves some project work which requires strong communication skills and the ability to prioritize workload and liaise with people across all functions and levels of the PepsiCo business.
Principal Accountabilities:
• Deliver high standard of customer service to IT customers and vendors in a professional manner ensuring every contact fosters a positive image of the IT team whilst complying to and enforcing IT policies and procedures.
• Manage Field Services tickets, prioritize Incidents and Requests based on urgency and impact and allocate appropriately within the Field Services team or escalate to backline teams as required.
• Track progress of Field Services tickets and resolve roadblocks to ensure courteous, timely, and effective resolution in line with SLA’s, users expectations, and quality standards.
• Collaborate with the members of the IT operations team to drive operational stability across the SSFL applications and infrastructure.
• Provide regular management updates to stakeholders capturing service availability of IT services.
• Support broader IT team by assisting in successful delivery of IT/business projects
• Participate in investigations of Critical Incidents and implement workarounds to minimize business impact.
• Maintain health of infrastructure systems keeping upgrades and patches current
• Manage and collaborate with 3rd party suppliers to ensure quality is in line with expectations.
#MENA
Qualifications/Requirements
Experience/Competencies Required:
Education: Bachelor s degree in Computer Science, or related field
Scope and Years of Experience:
• 7+ years of related IT business work experience in a large-scale corporate environment
• ITIL experience and Service Delivery qualification
Language Proficiency
Very good English for communication with stakeholders with Pepsico globally
Computer Skills:
• Strong Office 365 knowledge and experience
• Video Conferencing Zoom and Polycom
• Compute skills (Servers, Storage, etc.)
• Sound Networking skills
• Knowledge of IT process frameworks, supporting roles and tools
Other Skills:
• Excellent remote collaboration skills
• Experience working in a matrix organization with diverse priorities
• Experience dealing with multiple vendors
• Excellence in execution through proper prioritization of projects
• Ability to multi-task, collaborate effectively with others and meet deadlines
• Strong interpersonal skills and ability to successfully interact with everyone in the business
• An appetite for continuous improvement and adding value to the business.
Relocation Eligible: Eligible for Standard Relocation
Job Type: Regular
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