Associate Director - Change & Release management (ITIL)

Overview The Associate Director - Change & Release management (ITIL) is part of the IT Operations team within the PepsiCo CTO Organization at Hyderabad. PepsiCo has a multivendor hybrid outsourced model for its Infrastructure IT operations. The PepsiCo IT Operations team works with various businesses, in-house IT teams, IT partners, and OEMs to maintain high-quality services around the clock. As the Associate Director - Change & Release management (ITIL) in our IT Service Operations team you will be responsible for leading all the activities of the Change Management Team within a structured process framework. You will chair the different Change Advisory Board (CAB) meetings in the week; present and discuss issues in different forums with Business, Service Line, and Operations Leadership, reviewing current processes and implementing process improvements to enhance levels of service to our customers. You will partner closely with other Service Delivery Managers to ensure standardization across teams, providing coaching and developing general management skills to enable seamless operations and continued evolution around delivery quality. As a result of rapid growth, the global nature of the business, and the history of multiple outsourcing arrangements, PepsiCo's landscape needs to be more cohesive, with numerous duplications in data and tools and low process adherence. One of the critical expectations of this role is to be streamlined and drive large-scale change forward. This role will need to quickly understand the current landscape and develop the road map to achieve the desired future state. Responsibilities Lead the activities of the Change Management Team within a structured process framework Chair the different Change Advisory Board (CAB) meetings in the week; present and discuss issues in different forums with Business, Service Line, and Operations Leadership Provide expert guidance to the Change Management Team members while reviewing and recording RFCs; and determining if the RFC meets the quality criteria for approval Ensure changes are categorized and are approved as per the defined Process based on the defined Change category Empower the team to make decisions on RFCs (approve/reject/on-hold) within the defined process and scope of work Communicate and enforce compliance to the Change Management policies, standards, and procedures to users Collaborate with ServiceNow engineering teams to drive enhancements Drive the incidents triggered due to failed changes & extend engagement until resolution Proactively collaborate with all stakeholders to identify risks and develop risk mitigation strategies that would reduce the impact on business and the number of failed changes Represent the team periodically across various strategic, business, infosec and regulatory engagements Represent the team during internal and external audits and ensure the Audit-gaps are closed in the agreed timelines Ensure complete documentation of R&I assessment, Implementation/Rollback, Test plans, and end-to-end communication Support the other processes (Incident, Problem, and Configuration) with respect to Change Management during projects, service disruptions, etc Lead investigations where the RFC execution causes a major incident, to determine actionable items or course of action Support the other processes (Incident, Problem, and Configuration) with respect to Change Management during projects, service disruptions, etc. Work with stakeholders to have all the appropriate elements in place to guarantee production stability. Generate and analyse metrics data for compliance, failure rate, and other KPI, looking for trends, threats, and opportunities for improvement. Participate and lead projects and initiatives to improve process, policies, procedures and the associated tools Qualifications Mandatory Skills Bachelor’s degree Computer Science, Information Systems, or other related field or equivalent experience. 15+ years of significant work experience leading Change Management in large and complex environments consisting of Compute, Network and Cloud Expert level knowledge of using ServiceNow, Power BI Reporting development Should be an ITIL V3/V4 Certified Master and must have driven standardization and integration across Tiers and Service Management Processes Preferred Skills Advanced certifications (SAFe Agile Product Manager, ACSPO, PSU) Deep knowledge of business area Well organized, with the ability to plan ahead for short- to medium-term objectives and able to identify, organize and facilitate the work is required Strong communications and influencing skills, with the ability to fluently interact with subordinates, peers, and Senior Management