Services Mgmt - Sr. Analyst

Overview

This Service Owner Sr. Analyst role is accountable for the end-to-end ownership, performance, and continuous improvement of S&T services related to Mobile & Conventional Device Lifecycle, Asset Inventory & Compliance, & Vendor Management.

This role operates at the intersection of operations, strategy, and business partnership, ensuring services are standardized, measurable, audit ready, and aligned to S&T's service based operating model and NA Deployment strategy.

Responsibilities

Service Ownership & Delivery

• Support assigned S&T services end‑to‑end (strategy → delivery → optimization).
• Maintain clear service definitions (scope, inclusions/exclusions, SLAs, dependencies).
• Act as an owner for service outcomes and customer experience.
• Ensure services are delivered consistently across regions (US / Canada).

Operational Excellence & Standardization

• Drive process standardization and simplification across service workflows.
• Reduce manual effort, exceptions, and region‑specific deviations.
• Maintain current runbooks, SOPs, and operating documentation.
• Lead continual improvement cycles based on data and feedback.

Metrics, Scorecards & Value Realization

• Define and own service KPIs across cost, quality, delivery, and compliance.
• Build and maintain leadership‑ready scorecards with clear insights and trends.
• Identify risks, root causes, and improvement actions—not just report status.
• Connect service performance to business outcomes and financial impact.

Business Partnership

• Serve as an S&T interface for business stakeholders.
• Proactively manage expectations, tradeoffs, and prioritization.
• Represent the service in leadership forums with clarity and confidence.

Governance, Controls & Audit Readiness

• Ensure services are audit‑ready by design, not by exception.
• Maintain documentation and evidence aligned to ITSM, security, and financial controls.
• Partner with Risk, Audit, and Compliance teams during assessments.
• Close control gaps with sustainable corrective actions.

Vendor & Ecosystem Management

• Manage vendors to outcomes, not activity.
• Enforce SLAs, performance reviews, and escalation models.
• Drive cost transparency, demand discipline, and vendor accountability.
• Reduce vendor dependency through clarity, automation, and process maturity.

Transformation, Automation & Change

• Identify and execute automation opportunities within service operations.
• Partner with Data / AI teams pragmatically to reduce manual effort and errors.
• Lead adoption and change management for new processes and tools.
• Operate effectively in ambiguity and evolving operating models.

Success Measures (What “Good” Looks Like)

• Services are clearly defined, measurable, and understood by stakeholders.
• Scorecards are used to drive decisions, not just reporting.
• Fewer escalations; issues are anticipated and mitigated early.
• Audits and assessments show strong control maturity.
• Vendors consistently meet outcomes with fewer interventions.
• Manual effort and variability trend down quarter over quarter.

Compensation and Benefits:

• The expected compensation range for this position is between $80,200 - $134,250.
• Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
• Bonus based on performance and eligibility target payout is 8% of annual salary paid out annually.
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

Qualifications

• 3–6 years of experience in IT operations, service management, or technology delivery, with demonstrated responsibility for day-to-day execution and improvement of operational services
• Hands on experience supporting end to end service workflows (e.g., mobility, end user devices, asset lifecycle, field services, or infrastructure operations)
• Experience working within defined processes and governance models, including following SLAs, controls, and documentation standards