RE & Operations - Senior Major Incident Manager & Service Desk Assurance
GSK
Summary
The Technology Service Desk is the front door to Digital & Tech for GSK colleagues worldwide and is delivered through an outsourced provider. This senior role owns the assurance and performance governance of the outsourced Tech Service Desk, managing the provider to agreed SLAs, XLAs and quality expectations and driving continuous improvement. A key part of the role is to drive the Service Desk modernization agenda, increasing the use of AI and automation to accelerate shift left, expand effective self-service and deliver material improvements in colleague experience.
Job description
Key Responsibilities
Service Desk Performance Assurance
- Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations, holding the provider to account for outcomes.
- Assure the quality and delivery discipline of the service, driving improvements where performance or experience falls short.
- Own the end-to-end colleague experience of the Service Desk, not just the L1 interaction, retaining accountability for the outcome and ensuring L2 delivers what is required to resolve it.
SLA / XLA Refresh & Continuous Improvement
- Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement over time.
- Set, monitor and govern service standards and improvement plans across internal and provider teams.
Voice of the Customer & Experience
- Ensure a robust voice-of-the-customer feedback-to-improvement cycle, using experience data (e.g. XLA/CSAT) to shape service change.
Standards, Quality & Governance
- Define and govern service standards, quality expectations and operational governance artefacts.
- Ensure audit-readiness of the Service Desk operation, maintaining the controls, evidence and documentation needed to demonstrate compliance to internal and external audit at all times.
- Ensure compliance of the products owned by and directly supporting the Service Desk (e.g. Smart IVR).
Service Desk Modernisation, AI & Automation
- Own and drive the Service Desk modernisation agenda, working with the outsourced provider, Automation Acceleration Hub and enabling product teams to increase the use of AI and automation across operations.
- Deliver measurable strides in shift left by expanding knowledge-enabled resolution, intelligent self-service, automation and effective deflection, while improving colleague experience and service efficiency.
- Translate modernisation opportunities into a prioritised roadmap with clear adoption, experience and performance outcomes, holding partners to account for delivery and realised benefits.
- Ensure AI and automation are used responsibly, with appropriate security, compliance, human review and change control before operational use.
Requirements
- Bachelor's or Master's degree in a relevant field (e.g. Computer Science, IT or a business discipline), or equivalent experience
- ITIL v4 certification is required
- 10 years+ in service management or service desk assurance within a large, complex, global organisation
- Experience governing an outsourced service desk against SLAs, XLAs, and experience metrics while driving continuous improvement
- Experience designing and refreshing SLAs/XLAs to sustain continuous stretch and improvement
- Experience running a structured voice-of-the-customer to improvement cycle
- Experience driving Service Desk modernisation through AI, automation and shift-left initiatives
- Experience working with strategic partners and managed service providers while retaining in-house governance
- Experience owning the end-to-end colleague experience of the Service Desk, including L1 to L2 escalation accountability
Benefits
- Comprehensive benefits program
Company overview
GSK plc (formerly GlaxoSmithKline) is a British multinational pharmaceutical and biotechnology company headquartered in London, England. Founded in 2000 through the merger of Glaxo Wellcome and SmithKline Beecham, GSK has grown to become one of the world's leading healthcare companies with operations in over 150 countries. The company specializes in researching, developing, and manufacturing prescription medicines, vaccines, and consumer healthcare products. GSK's therapeutic areas include respiratory diseases, HIV/AIDS, oncology, immunology, and infectious diseases. The company is particularly renowned for its vaccine portfolio and has been at the forefront of developing treatments for major global health challenges. With approximately 70,000 employees worldwide, GSK maintains a strong commitment to scientific innovation and has a significant presence in key markets including the United States, Europe, and emerging economies. The company's mission is to unite science, technology, and talent to get ahead of disease together, aiming to positively impact the health of 2.5 billion people by the end of the decade.