Sector It Manager Salesforce Lead

Overview:At PepsiCo, we're redefining what it means to be a consumer products company with a digital-first mindset, and our Global IT team is leading that charge.Our technology teams unlock digital capabilities, enhance cybersecurity safeguards, deliver data-driven insights, and create unmatched consumer and customer experiences.Our culture is guided by the PepsiCo Way, which is a set of values that define our mission to win with purpose in the marketplace and act with integrity in everything we do.We're creating smiles with every sip and every bite while advancing a sustainable, socially impactful agenda that promotes our goal of Winning with Purpose.The Global IT team supports just that with our mission to create more smiles with every CLICK and every LIKE.Join our global, agile team and help us influence and drive PepsiCo's digital transformation**Responsibilities**:**What will you be doing?**This role manages client relationships and serves as the IT liaison for all aspects of technology delivery and support for Global Consumer Experience systems.Manages business relationships across IT teams, vendors and 3rd party providers for Global Consumer Experience functions.Actively supports the day to day support and development activities for Consumer Experience systems including Salesforce Service Cloud.They will be responsible for the day to day operations, enhancements and large development project delivery for Consumer Experience systems.Participates in identifying, assessing and promoting the use of new technologies for increased productivity.Closely engaged with new vendor selection and related contract reviews.Currently this role supports North America and UK Call centers as well as the Consumer Experience COE (Center of Excellence).The systems will continue to expand globally (23 additional markets across the globe) and will interact with this role in the future.- Leads Consumer Experience Solution Delivery and Support team to ensure effective solution delivery and ongoing operations- Partners with Salesforce COE and Telephony Engineering teams - Works with team members across the IT organization to develop prototype solutions- Enables a forum to manage work-intake for large projects, enhancements, requests and break-fix problems, facilitate cost-benefit evaluation- Overall business partner on all aspects of business interactions and engage the appropriate IT or Vendor teams to help drive resolution.- Partner with Consumer Experience, Salesforce COE, and IT peer associates to help define and influence business caseQualifications:**Who are we looking for?**- 5+ Years of IT Support Management Preferred.- 3+ years of Salesforce Service Cloud experience/Certified Admin Knowledge of call center telephony preferred Working knowledge of Agile and ADO.- Strong experience in Support Management.- Strong knowledge of Salesforce Service Cloud in a Contact Center setting preferred.- Ability to translate business requirements into viable technical solutions.- Effectively articulates to others the business partners' strategy, imperatives and needs.- Anticipates and understands business partners' business needs, including both spoken and unspoken requirements.- Assists business partners in making key decisions, influencing action steps and defining resources required to achieve desired outcomes.- Correctly sets and manages business partners' expectations in terms of cost, time, scope and quality.- Assesses and monitors business partner satisfaction, and drives service improvement plans as needed Capable of Conceptual selling.- Leads shaping of a basic conceptual solution and presents the solution as an opportunity in a positive and compelling way.- Deciphers complex technology/process issues and makes them relevant to business leaders by using examples and analogies.- Considers the perspectives and experiences of a particular audience and crafts messages to meet the unique needs of the audience.- Drives stakeholders to alignment, explaining how a solution would work, allowing them to imagine in detail potential issues, clear value proposition and outcomes Capable of Leading Change.- Applies the PepsiCo Global Change Methodology to execute change through activities including communication, stakeholder enrollment, training and education, performance realignment, change impacts, readiness assessment, process redesign and role /accountability clarity.- Drives change strategy implementation with project team, business partners and other stakeholders for a specific initiative.- Recognizes signs of resistance to change and plan actions to address resistance Educates others on change leadership concepts and coaches others on their roles in the change process.- Demonstrates competitive knowledge of the marketplace and technology trends.**What can you expect from us?**- Competitive compensation package- A flexible work environment that promotes a healthy balance between personal and p