Services Mgmt - Sr. Analyst

Service Owner Sr. Analyst

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
• Demonstrated ability to analyze operational data, track KPIs, and contribute to service scorecards and reporting
• Experience coordinating with vendors or outsourced partners to resolve issues and meet service expectations

Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.

Please view our Pay Transparency Statement