Susan A.

About Susan A.

Ever wonder how messy, fragmented IT stacks become scalable ecosystems? I’ve done it—19+ years, across PepsiCo, Dupont, DSM, TCS, and more.I’m a global IT & Digital Transformation leader, fluent in bridging the gap between complex tech and real-world business value. I build resilient, empathetic teams who deliver service excellence at scale, whether it’s through ESM, CX optimization, or consolidated tool ecosystems—all with measurable impact.What I bring to the table: Global mindset & leadership — from Fortune 50 giants to shared services in Europe, APAC & AMESA Enterprise-scale transformation — unified ESM platforms, modernized service delivery, streamlined IT operations, and CX improvement Data-driven, value-first approach — championing CSDM, ServiceNow roadmaps and measurable ROI Strong credentials & learning mindset — ITIL®, ISO PRINCE2, Agile, plus leadership programs like Elevate (PepsiCo), DSM Leadership, L.E.A.D (Dupont), BAC (TCS)Career snapshots:At PepsiCo, I lead enterprise service portfolio strategy—owning the roadmap, governance, CSDM, and liaison with ServiceNow—to align tech with business outcomes.At DSM & Dupont, I consolidated global tools, helped implement unified platforms, and led change management for 12+ regional service desks.At TCS & GE Capital, I managed SAP migrations, transitions, and compliance frameworks—driving zero-disruption execution.Why I do it?I’m passionate about empowering teams, simplifying chaos, and delivering real, lasting outcomes—not just widgets. I mentor emerging global talent to think strategically and act empathetically.

Experience

1. Associate Director, Enterprise Service Management

   PepsiCo

   Mar 2025 — Present · Hyderabad, IN

   Provided strategic leadership in shaping the Enterprise Service Management (ESM) vision, including the development of the Services Catalog, priorities, and long-term roadmap.> Led both strategic and tactical efforts to define the enterprise-wide Strategy & Transformation Services Catalog, establishing a single, authoritative source of truth.> Championed a business value–driven approach to address complex and time-sensitive challenges, aligning technology initiatives with measurable business outcomes.> Driving Common Services Data Model (CSDM) maturity in the organization and driving strategic alignment of Services & Demand to Core Business Capabilities.> Held end-to-end accountability for Enterprise Service Portfolio Management and key processes such as Enterprise Interaction, Case Management, and Service Requests — including governance, process definition, tooling, and best-practice frameworks.> Served as a key liaison to represent and prioritize PepsiCo’s requirements across internal teams and ServiceNow’s product roadmap, ensuring business needs shape platform evolution.> Cultivated strong cross-functional relationships with ESM extended teams across multiple business units and leadership levels, fostering alignment and collaboration.> Drove and owned enterprise-scale change management initiatives, ensuring seamless transformation across both technical and business services.> Acted as a People Leader, modelling PepsiCo Way behaviors and driving customer adoption and engagement across service initiatives.

Education

• Singareni Womens Degree College, Kothagudem

  Bachelor's degree, Electronics

  1996 — 1999

• Jawaharlal Nehru Technological University, Hyderabad

  Master's degree, Electronics

  2000 — 2002

• St.Mary's Girls High School, Kothagudem

  Schooling

  1984 — 1994

• Birla Institute of Technology and Science, Pilani

  Master's degree, Master of Business Administration (MBA)-Consultancy Management

  2016