Helpdesk lead

Descrizione del lavoro:

Overview

CAREERS TO SMILE ABOUT

At PepsiCo, you'll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay's and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you'll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

sure efficient issue resolution and continuous improvement of support service.

Responsibilities

The Opportunity

PepsiCo has deployed the SAP/Ariba Procurement functionality (myBUY platform) to support the acquisition of indirect goods and services across PFNA, PBNA, LATAM, Europe, AMESA, and APAC. The platform is used by more than 10,000 end users across more than 50 countries and is supported by a centralized team responsible for the PR2PO (Purchase Requisition to Purchase Order) process.

The Helpdesk Team Lead is responsible for managing the global Helpdesk operations that provide support to end users of the myBUY platform. The role ensures effective incident management, service request handling, and resolution of user issues related to the R2P process.
This role supervises Helpdesk agents, coordinates daily operations, manages escalations, and ensures compliance with defined Service Level Agreements (SLAs). This is a global role. The position also collaborates with Global IT, procurement teams, and external vendors to ensure efficient issue resolution and continuous improvement of support service.

Your Impact
* Lead the daily operations of the PR2PO Helpdesk team supporting the myBUY platform globally.
* Supervise Helpdesk agents responsible for incident and service request management related to the PR2PO process.
* Ensure effective execution of the Incident Management lifecycle, including identification, logging, prioritization, investigation, escalation, resolution, and closure of incidents.
* Monitor ticket management within the Incident Tracking Tool (ServiceNow - SNOW) ensuring compliance with defined SLAs and operational procedures.
* Manage ticket prioritization (P1-P5) and ensure proper escalation procedures for high priority incidents.
* Act as the main escalation point for complex issues that cannot be resolved at the Helpdesk agent level.
* Coordinate with Global IT, procurement teams, and third-party vendors to resolve platform or process issues.
* Monitor Helpdesk performance metrics including incident resolution time, backlog, SLA compliance, and service quality.
* Provide coaching and guidance to Helpdesk agents to ensure consistent service delivery and adherence to processes.
* Identify opportunities for operational improvements and support continuous improvement initiatives related to the PR2PO support model
* Co-ordinate with other CoE leads and R2P leads globally to ensure ticket volumes are reduced and automation brought in

Qualifications

Who Are We Looking For?

* Experience in Global Helpdesk operations or service delivery management
* Knowledge of Procurement processes (P2P / R2P)
* Experience with Incident Management frameworks (ITIL)
* Experience with ERP systems (SAP / ARIBA)
* Experience using ServiceNow or similar ticketing systems
* Full professional proficiency in English
* Strong stakeholder management and communication skills
* Experience supervising global operational teams

Si esta es una oportunidad que te interesa, te alentamos a postularte aún si no cumples con el 100% de los requisitos.

Qué puedes esperar de nosotros:

* Oportunidades para aprender y desarrollarte todos los días a través de una amplia oferta de programas.

* Plataformas internas digitales que promueven el self-learning.

* Programas de desarrollo de acuerdo con habilidades de Liderazgo.

* Entrenamientos especializados de acuerdo con el rol.

* Experiencias de aprendizaje con proveedores internos y externos.

* Nos encanta celebrar el éxito, por lo que contamos con programas de reconocimiento por antigüedad, comportamientos, liderazgo, momentos de vida, entre otros.

* Programas de bienestar financiero que te ayudarán a alcanzar tus metas en todas las etapas de la vida.

* Un programa de flexibilidad que te permitirá balancear tu vida personal y laboral, adaptando tu jornada laboral a tu estilo de vida.

* Y porque tu familia también es importante para nosotros, ellos también pueden gozar de beneficios como nuestra Línea de Bienestar, miles de Convenios y Descuentos, programas de Becas para tus hijos, Planes de Ayuda para diferentes momentos de vida, entre otros.

En PepsiCo, estamos comprometidos con impulsar un equipo de trabajo diverso al crear un espacio colaborativo, equitativo e incluyente, en donde todos y todas independientemente de cómo nos vemos, de dónde somos o a quién amamos- tengamos una voz.

Ofrecemos oportunidades únicas para contratar personas calificadas y diversas, independientemente de su género, raza, orientación sexual, religión, nacionalidad, edad o discapacidad.

The Opportunity

PepsiCo has deployed the SAP/Ariba Procurement functionality (myBUY platform) to support the acquisition of indirect goods and services across PFNA, PBNA, LATAM, Europe, AMESA, and APAC. The platform is used by more than 10,000 end users across more than 50 countries and is supported by a centralized team responsible for the PR2PO (Purchase Requisition to Purchase Order) process.

The Helpdesk Team Lead is responsible for managing the global Helpdesk operations that provide support to end users of the myBUY platform. The role ensures effective incident management, service request handling, and resolution of user issues related to the R2P process.
This role supervises Helpdesk agents, coordinates daily operations, manages escalations, and ensures compliance with defined Service Level Agreements (SLAs). This is a global role. The position also collaborates with Global IT, procurement teams, and external vendors to ensure efficient issue resolution and continuous improvement of support service.

Your Impact
* Lead the daily operations of the PR2PO Helpdesk team supporting the myBUY platform globally.
* Supervise Helpdesk agents responsible for incident and service request management related to the PR2PO process.
* Ensure effective execution of the Incident Management lifecycle, including identification, logging, prioritization, investigation, escalation, resolution, and closure of incidents.
* Monitor ticket management within the Incident Tracking Tool (ServiceNow - SNOW) ensuring compliance with defined SLAs and operational procedures.
* Manage ticket prioritization (P1-P5) and ensure proper escalation procedures for high priority incidents.
* Act as the main escalation point for complex issues that cannot be resolved at the Helpdesk agent level.
* Coordinate with Global IT, procurement teams, and third-party vendors to resolve platform or process issues.
* Monitor Helpdesk performance metrics including incident resolution time, backlog, SLA compliance, and service quality.
* Provide coaching and guidance to Helpdesk agents to ensure consistent service delivery and adherence to processes.
* Identify opportunities for operational improvements and support continuous improvement initiatives related to the PR2PO support model
* Co-ordinate with other CoE leads and R2P leads globally to ensure ticket volumes are reduced and automation brought in

Requisiti del candidato:

Who Are We Looking For?

* Experience in Global Helpdesk operations or service delivery management
* Knowledge of Procurement processes (P2P / R2P)
* Experience with Incident Management frameworks (ITIL)
* Experience with ERP systems (SAP / ARIBA)
* Experience using ServiceNow or similar ticketing systems
* Full professional proficiency in English
* Strong stakeholder management and communication skills
* Experience supervising global operational teams

Si esta es una oportunidad que te interesa, te alentamos a postularte aún si no cumples con el 100% de los requisitos.

Qué puedes esperar de nosotros:

* Oportunidades para aprender y desarrollarte todos los días a través de una amplia oferta de programas.

* Plataformas internas digitales que promueven el self-learning.

* Programas de desarrollo de acuerdo con habilidades de Liderazgo.

* Entrenamientos especializados de acuerdo con el rol.

* Experiencias de aprendizaje con proveedores internos y externos.

* Nos encanta celebrar el éxito, por lo que contamos con programas de reconocimiento por antigüedad, comportamientos, liderazgo, momentos de vida, entre otros.

* Programas de bienestar financiero que te ayudarán a alcanzar tus metas en todas las etapas de la vida.

* Un programa de flexibilidad que te permitirá balancear tu vida personal y laboral, adaptando tu jornada laboral a tu estilo de vida.

* Y porque tu familia también es importante para nosotros, ellos también pueden gozar de beneficios como nuestra Línea de Bienestar, miles de Convenios y Descuentos, programas de Becas para tus hijos, Planes de Ayuda para diferentes momentos de vida, entre otros.

En PepsiCo, estamos comprometidos con impulsar un equipo de trabajo diverso al crear un espacio colaborativo, equitativo e incluyente, en donde todos y todas independientemente de cómo nos vemos, de dónde somos o a quién amamos- tengamos una voz.

Ofrecemos oportunidades únicas para contratar personas calificadas y diversas, independientemente de su género, raza, orientación sexual, religión, nacionalidad, edad o discapacidad