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Join PepsiCo, dare for better.
The Opportunity
Lead the Field Services strategy and operations across 17 countries in LATAM, ensuring seamless, secure, and high-performing technology experiences for ~35,000 users in office, field, and plant environments. This role drives user satisfaction, operational excellence, and innovation by managing field services, executive support, vendor performance, and the deployment of collaboration technologies (e.g., Microsoft 365, GenAI). As a regional leader, the role aligns global IT strategy with local execution, manages service budgets, and leads cross-functional initiatives to transform the digital workplace.
Your Impact
As End User Services Manager your scope would consist of
1. Shape and lead the Field Services strategy across LATAM, ensuring alignment with global S&T policies, local business needs, and evolving user expectations. Accountability: Strategic Leadership, Decision-making
2. Drive continuous improvement and innovation through service analytics, automation, GenAI pilots (e.g., Copilot, ChatGPT), and Field Services enhancements in partnership with global and local teams. Accountability: Strategic Partnering, Decision-making
3. Oversee Managed Services and Vendor Performance, acting as the main interface for governance, SLA adherence, performance reviews, and co-innovation initiatives. Ensure accountability, service consistency, and value delivery. Accountability: Vendor Management, Decision-making
4. Manage Field Services Budget for LATAM, ensuring cost-effectiveness, forecasting accuracy, and alignment with enterprise priorities. Lead productivity initiatives that optimize service delivery and user satisfaction. Accountability: Financial Management, Strategic Execution
5. Lead Field Services Operations across LATAM, ensuring service reliability and coverage across HQ offices, Plants, Mixing Centers and DCs, with a strong focus on operational resilience and user proximity. Accountability: Execution, Governance
6. Serve as the main point of contact for Executive Support (VIP Users), ensuring high-touch, proactive service for C-level executives and senior leaders, anticipating needs and managing escalations with speed and discretion. Accountability: Customer Engagement, Execution
7. Champion user experience transformation, embedding user feedback, service design thinking, and collaboration with HR to deliver seamless onboarding, support, and hybrid work readiness. Accountability: Service Design, Execution
8. Manage strategy and execution of lifecycle tech refresh for end-user computing devices, including laptops, and desktops across all markets, ensuring alignment with global standards and minimal disruption.
9. Monitor and steer critical Field Services KPIs, leveraging dashboards (Power BI) to track incidents, satisfaction, cost-to-serve, and continuous improvement opportunities. Accountability: Insight Generation, Decision-making
10. Lead and develop regional Field Services team, coaching local coordinators and fostering a high-performance, collaborative, and user-centric culture. Accountability: People Leadership
11. Ensure regional readiness for IT service transitions, coordinating with Project leads to ensure successful deployments, change management, and user adoption. Accountability: Execution, Coordination
¿Who Are We Looking For?
1. Education: Bachelor’s in Computer Science, Engineering, or related field.
2. Experience: 10+ years in IT Operations or Field Services Management, with 5+ years in regional leadership across complex, multi-country environments.
3. Technical Expertise: deep understanding of ITIL, Microsoft 36, workplace automation (RPA, GenAI), and analytics (Power BI, PowerApps). Proven experience with OS (Windows, MacOS), scripting, Microsoft Active Directory, Modern Device Management (e g.,Microsoft Intune), IT local infrastructure (cabling, cooling, emergency power)
4. Field Services Management: proven experience overseeing in-country service teams across HQ offices, Plants, and frontline operations, ensuring consistent, high-quality support at scale.
5. Executive & End-User Support: track record of delivering premium, proactive support to VIP users and C-level leaders.
6. Change Management: demonstrated success leading technology adoption, user readiness, and change enablement in dynamic, multi-market environments.
7. Vendor & Budget Oversight: skilled in managing vendor performance, contracts, and IT service budgets, with a focus on productivity and cost optimization.
8. People Leadership: experience building and leading high-performing, geographically distributed teams with strong user-centric culture.
9. Stakeholder Influence: strong communicator and collaborator with executive presence and ability to drive alignment across functions.
10. Languages: fluent in English. Spanish. Portuguese desirable for regional effectiveness.
If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.
What can you expect from us:
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.
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