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Diana Machado

@dianamachado

IT Service Delivery leader at Pepsico Business Services who led delivery of a $40MM+ Enterprise Service Mgmt Capex project.

India

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At Pepsico Business Services, I led delivery of an Enterprise Service Mgmt Capex project valued at $40MM+. I also led the technical workstream for the Employee Experience Hub program, bringing together a legacy employee portal and ServiceNow Services portal.

At Lipton Teas & Infusions, I drove a mini project that streamlined the process between the business and service providers, resulting in €1.3M in cost savings. At Unilever, I helped establish a centralized ServiceNow Product Support and Implementation team, and drove operational improvements resulting in €12M in cost avoidance.

My work has included IT service delivery, ServiceNow platform programs, and IT asset management. At Brady Corporation, I identified $3.6M in non-compliant Oracle license installations and configurations, and $600k in surplus licenses.

Experience

Work history, roles, and key accomplishments

Associate Director

Pepsico Business Services

Jan 2025 - May 2026 (1 year 4 months)

Lead the delivery of an Enterprise Service Management Capex project and technical workstream for a multi-year Employee Experience Hub program. Manage cross-functional teams and vendor resources to ensure timely delivery with quality.

ServiceNow Employee Center DevSecOps CI CD O365 ADO Clarity SAP SaaS PaaS Cloud Computing Infosec Project Management Budgeting Vendor Management

ServiceNow Program Manager

Insight Global Deel Inc.

Oct 2024 - Jan 2025 (3 months)

Developed and scheduled projects, organized activities, and managed high-complexity cross-functional system implementations. Monitored progress to ensure project objectives were delivered on time and within budget.

Project Management ServiceNow Cross functional Leadership Risk Management Quality Control Stakeholder Management

IT Service Delivery Lead

Lipton Teas & Infusions

Mar 2023 - Mar 2024 (1 year)

Led global digital transformation initiatives and improved IT Service Delivery Framework. Drove process improvements and automation via ServiceNow, resulting in cost savings of €1.3M.

ServiceNow IT Service Management Change Management Release Management IT Asset Management Project Management Stakeholder Management Vendor Management Automation

ServiceNow Success Architect

ServiceNow

Aug 2021 - Feb 2023 (1 year 6 months)

Developed success plans and roadmaps for ServiceNow adoption, engaging executive sponsors and guiding platform governance. Supported implementation strategies and organizational change management.

ServiceNow Customer Success Roadmapping Platform Governance Organizational Change Management Stakeholder Engagement Implementation Strategy

Digital Product Owner

Unilever

Dec 2019 - Aug 2021 (1 year 8 months)

Set up a centralized ServiceNow Product Support and Implementation team, driving operational improvements that resulted in cost avoidance of €12M. Coached teams on Agile principles and methodologies.

ServiceNow Product Management Agile Coaching Mentorship BDD Test Driven Development Program Management Stakeholder Management

IT Asset Management Manager

Diageo

Nov 2018 - Nov 2019 (1 year)

Managed IT asset management processes and developed KPIs to monitor assets. Set up the IT Asset Management team in Bangalore and implemented governance for ServiceNow CMDB across 45 countries.

IT Asset Management ServiceNow CMDB KPI development Vendor Management RFP Project Management Governance

Team Lead

Brady Corporation

May 2015 - Aug 2018 (3 years 3 months)

Implemented IT Asset Management via ServiceNow across 31 countries and identified significant cost savings through license compliance. Led successful transitions and transformations of global IT help desk operations.

IT Asset Management ServiceNow CMDB License Compliance Vendor Management Project Management Audit Process Improvement

Senior Infrastructure Analyst (GBS)

Collabera (Quintiles)

Aug 2013 - Apr 2015 (1 year 8 months)

Led a team of 16 IT Support Analysts for Global Support Operations and transitioned Global IT Operations from London to Bangalore. Recognized for meeting client SLAs and implementing process documentation updates.

IT Support Team Leadership Global Operations SLA Management Process documentation Transition Management