Kameswara Sarma
Senior Operations Manager @PepsiCo
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WORK HISTORY
Senior Operations Manager @PepsiCo
Hyderabad, IN
Driving digital transformation across Global Workplace Services (GWS) with a focus on AI-led operational excellence. Spearheading automation and predictive analytics to modernize service desk operations and elevate user experience. Leading global rollouts of AI-enabled tools like askPep, GenAI-powered assistants, and conversational AI for IT and HR support. Leading cross-functional initiatives to streamline service desk operations and enhance end-user experience, like Windows Hello, Okta FastPass, and other integration projects. Collaborating on the implementation of AI-driven ticket routing, predictive incident management, and self-healing IT operations. Enhancing digital employee experience (DEx) through immersive technologies. Partnering with cross-functional teams to deliver scalable, catalog-driven service desk modernization. Recognized as August 2025 Achiever of the Month for leadership in transformation. Supporting AI Innovation Labs and DEEx workshops to foster a culture of innovation and continuous improvement. Passionate about building intelligent, data-driven workplace ecosystems that empower global teams.
EDUCATION
Birla Institute of Technology and Science, Pilani
MS in Telecom and software engineering
INSAID
Global Certification in Data Science
SKILLS
ABOUT KAMESWARA SARMA
Strategist & Implementer, offering 18 years of experience in Global Service Delivery, IT Operations, Global Service Desk, Vendor Management, Digital workplace, Automation, IT Governance, ITIL /ITSM implementation and Project Management Spearheaded planning of Global IT Operations, technology implementation, smooth transition & transformation of new services into business. Developed strategy, direction, and technical solutions for large scale Global Service desk including AI-enabled multilingual Chatbot, Micro BOT, and RPAs and SDI Award winners. Preceded Digital workplace projects for global rollouts of Windows 11, Office 365, Security patches, ServiceNow upgrades and new browsers implementation to improve end point services; interfaces with cross functional teams like Application and infrastructure management, Security operations and Cloud migration and mgmt. Proven track record of Vendor Management, inclusive of negotiation related to cost, scope, and timing utilizing staff augmentation and SLAs on T&M and fix bid models. implemented ITIL 4.0 processes and simultaneously built the organization with alignment of business strategies, goals, and objectives and delivered training on Lean Six Sigma and ITIL Processes Excellent communicator and relationship manager with aptitude for collaborating with internal and vendor executives, directors, and key stakeholders to identify business needs and to develop winning solution Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores
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