[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All PepsiCo jobs](https://jobs.opennash.com/companies/pepsico/) · [Search jobs](/search/) PepsiCo · Hyderabad, India # Deputy Director -Service Modernization Lead Hyderabad, India Full-time Director Executive & Management Listed on PepsiCo’s official careers site. Posted August 3, 2026. Check that it is still open and apply there. [Apply on PepsiCo’s careers site →](https://globalcareers-pepsico.icims.com/jobs/467136/login) [OpenNash Jobs](https://jobs.opennash.com/) / [PepsiCo](https://jobs.opennash.com/companies/pepsico/) / Deputy Director -Service Modernization Lead ## Job description ### Overview We are seeking a Deputy Director – Service Modernization & AI-led Engineering to lead the global service management product and engineering transformation of PepsiCo’s IT ecosystem, driving an AI-first, data-driven, engineering-led, and experience-focused operating model across a large, multi-disciplinary organization. This role owns the IT Service Management product and operating model — spanning Process, Service Experience, Automation, AI-led Engineering, Reliability, and Continuous Improvement — and leads service modernization initiatives that simplify ways of working, enable product-led capabilities, automate operations, and embed intelligent, self-healing patterns into the enterprise IT ecosystem. You will manage managers, senior engineering leads, and strategic vendors across a global organization, drive modernization and engineering portfolios, and represent Service Management product capability to PepsiCo leadership Responsibilities - Own and evolve the IT Service Management product and operating model, integrating Process Management, Service Experience, Automation, AI-led Engineering, Reliability Engineering, and Continuous Improvement frameworks across global operations. - Lead globally distributed teams, managing managers, senior engineering leads, product capability teams, automation teams, and vendors across service management, AI-led engineering, and enterprise service modernization. - Drive teams in an agile, product-oriented, and outcome-focused way of working, ensuring clear priorities, measurable business outcomes, disciplined execution, and continuous delivery of value. - Establish and govern CSL/SLA KPI structures — performance dashboards, benchmarking, SLA/XLA tracking, engineering productivity metrics, service reliability metrics, and KPI Tree frameworks that connect operational performance to business value drivers. - Drive service modernization by partnering with platform and technology teams to harmonize fragmented service management capabilities, improve integration maturity, simplify workflows, and enable scalable, API-first and event-driven service experiences. - Build and scale ITSM product capabilities, workflow automation, service orchestration, and integration-led services as part of an AI-first operating model, including AIOps, conversational AI, chat/voice automation, Agentic AI, and intelligent workflow engineering to drive ticket deflection, ticket elimination, faster resolution, and productivity gains. - Lead engineering-led service reliability improvements by embedding automation, observability, telemetry, root cause intelligence, proactive detection, and self-healing patterns into the service management ecosystem. - Drive product and engineering practices across ITSM capabilities, including reusable integrations, automation frameworks, workflow standards, agile backlog management, release governance, prioritization, sprint planning, and scalable capability delivery. - Lead multi-vendor governance, including Orchestrator–Operator models, across global functions, ensuring engineering accountability, delivery quality, cost-efficiency, standardization, and centralization opportunities. - Drive cost-of-service optimization through automation, digitalization, product simplification, productivity engineering, and operating model simplification. Champion organizational change management, engineering capability building, AI adoption, agile maturity, and a performance-oriented, customer-led culture across global teams. ### Qualifications 16+ years of progressive IT/technology leadership experience, including direct experience leading large team, globally distributed organizations and managing managers/senior leads. Proven track record of enterprise ITSM/Service Management transformation in regulated, large-scale environments (FMGC or comparable enterprise settings). Deep expertise in ServiceNow strategy, ITIL processes, and multi-tool platform harmonization/consolidation. Demonstrated success building AIOps, ServiceNow integration and automation of services, and conversational AI/chatbot capabilities that measurably reduce MTTR, ticket volume, and manual effort. ### Strong governance experience KPI/SLA/XLA frameworks, vendor governance, service catalogue management, and audit/compliance readiness. Experience owning multi-million-dollar budgets and driving cost-of-service optimization at enterprise scale. Excellent stakeholder management skills, with experience engaging senior leadership, Global Process Owners, and multi-vendor ecosystems. Bachelor's degree in Engineering or related field; advanced management education (MBA) preferred. ## At a glance - Posted by the employer: Aug 3, 2026 - First seen by OpenNash: Aug 20, 2026 - Last checked: Oct 18, 2026 - Listed for: 76 days - Location: Hyderabad, India - Employment type: Full-time[Apply on PepsiCo’s careers site →](https://globalcareers-pepsico.icims.com/jobs/467136/login) ## More jobs at PepsiCo ### [Architect - Identity & Access Management](https://jobs.opennash.com/companies/pepsico/jobs/f349e96aa8bf6e2825c5/) Hyderabad, India ### [Architect - Identity and Access Management - IAM SME](https://jobs.opennash.com/companies/pepsico/jobs/f65d340dc3035289963f/) Hyderabad, India ### [Associate Director - BI Reporting and AI Engineering Principal](https://jobs.opennash.com/companies/pepsico/jobs/0a0030eac4d693c6a976/) Hyderabad, India ### [Associate Manager - Revenue Growth Management](https://jobs.opennash.com/companies/pepsico/jobs/7949e938effd3d82d8e1/) Hyderabad, India ## Similar jobs at other companies ### [deputy director of operations and care service mansion fifth avenue](https://jobs.opennash.com/companies/richemont/jobs/45888c630ceb0f0219fe/) Richemont ### [Deputy Manager - Operations and Service](https://jobs.opennash.com/companies/bajaj-finserv/jobs/c6855f27bfcf023c9cf8/) Bajaj Finserv · Ahmedabad ### [Deputy Manager - Operations and Service](https://jobs.opennash.com/companies/bajaj-finserv/jobs/f33a7c5d4abd6ac29770/) Bajaj Finserv · Baramati ### [KYC Modernization Analyst](https://jobs.opennash.com/companies/citigroup/jobs/a7d6314e4795e5afa89b/) Citigroup · Mumbai Maharashtra India ### [Deputy Manager- Technical Service - Personal Care](https://jobs.opennash.com/companies/basf/jobs/987f3127fd7ddfd4f9a2/) BASF · ${htmlLocations} OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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