Senior Principal - Service Owner - DWE - P&C

Business Introduction
GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.
Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.
Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Job Purpose

The Service Owner for Productivity & Collaboration is a retained in-house service delivery and operations leadership role, accountable for defining, monitoring and governing the operational service standards, service management practices and quality expectations for the productivity and collaboration services GSK works in, covering the collaboration and productivity suite, meetings and telephony, content and file services, and the integrations between them. The role ensures GSK retains clear ownership of service outcomes across a largely outsourced and multisourced ecosystem.

The role governs the service, it does not engineer the platform behind it. Platform design and engineering sit with the Digital Workplace Experience teams, commercial supplier management sits with Procurement and the Strategic Supplier Manager, and function-level performance reporting sits with the Technology Performance Manager. This role sets the standard, assures the evidence and challenges where delivery falls short.

Key Responsibilities

• Define, maintain and govern the service delivery and operations standards for Productivity & Collaboration, covering incident, problem, change, request, knowledge, service introduction, operational readiness and service reporting.

• Ensure those standards align to the DPTF operating model, enterprise architecture, cyber security, data privacy, quality and compliance expectations, including GxP where relevant.

• Create practical governance artefacts, runbooks, service acceptance criteria, operational health measures and evidence requirements that internal teams and partners can adopt.

• Own the service standards for collaboration and productivity capability, including how vendor feature releases are assessed, communicated and adopted.

• Monitor service levels, operational performance, incident trends, problem backlog, change quality, service risk, customer experience and supplier adherence across Productivity & Collaboration.

• Work across platform operations, service management, reliability engineering, architecture, security and supplier organisations to identify service gaps and drive them to closure.

• Challenge poor quality, weak controls or inconsistent ways of working, without duplicating the commercial supplier management accountability held elsewhere.

• Govern the service impact of vendor release cycles, ensuring changes are assessed, configured and communicated before they reach users.

• Promote automation-first service operations, reducing manual toil and improving ticket handling, knowledge quality, self-service adoption and operational observability.

• Partner with the Automation Acceleration Hub to identify, prioritise and safely scale service operations automation and AI-enabled productivity improvements.

• Ensure AI-enabled operational tooling and automation are used responsibly, with appropriate security, compliance, human review, auditability and service impact assessment.

• Hold the boundaries with the Digital Workplace Experience platform teams on platform design and engineering, the Strategic Supplier Manager on commercial supplier management, and the Technology Performance Manager on function-level performance reporting.

Professional Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Technology Management or a related discipline, or equivalent practical experience in enterprise technology service leadership.

• Relevant professional certifications or equivalent knowledge in ITIL, service management, platform operations or reliability engineering.

Area of Specialisation

• Service ownership and operational governance for Productivity & Collaboration within a multisourced delivery ecosystem.

• Productivity and collaboration services, including collaboration suites, meetings and telephony, and content services.

Experience Required

• Overall 15 years and typically 6-8 years in technology service ownership, service delivery management, platform operations or operational assurance within a complex global organisation.

• Experience working in outsourced or multisourced environments, governing partner delivery against standards, controls and measurable outcomes.

• Experience defining or improving incident, problem, change, request, knowledge, service introduction and operational readiness practices.

• Experience using service performance data, SLA and KPI reporting, incident and problem trends and supplier performance information to direct improvement.

• Direct experience of Productivity & Collaboration technologies and the expectations of a large, business facing user population.

• Experience supporting automation, self-service or AI-enabled productivity in a governed enterprise environment.

• Experience challenging delivery quality without holding formal authority over the teams delivering it.

Related Skills/Background

• Ability to define clear service standards, governance artefacts, runbooks, service acceptance criteria and evidence expectations that others can adopt.

• Strong judgement in balancing control, compliance, resilience and pace in a regulated global technology environment.

• Strong documentation, policy-writing, process-design and knowledge management capability.

• Analytical mindset, able to interpret service performance data, SLA and KPI trends, incident and problem patterns and risk indicators.

• Practical AI fluency, including identifying appropriate automation use cases and applying human review within security and compliance guardrails.

• Ability to challenge suppliers and internal teams constructively without formal authority over them.

Preferred Skills

• Service ownership and operational governance for Productivity and Collaboration: standards for incident, problem, change, request, knowledge, service introduction and readiness
• Productivity and collaboration technology depth: M365 suite, meetings and telephony/UC, and content/file services for a large user population
• Vendor release-cycle governance: assessing, configuring and communicating the service impact of vendor feature releases before they reach users
• Multisourced supplier assurance with ITIL 4 and ITSM tooling (e.g. ServiceNow): SLA/OLA/XLA design, service reviews and continual improvement
• Service performance analytics: SLA/KPI reporting, incident and problem trends and customer experience insight for executive decisions
• Automation and responsible AI: toil reduction, self-service, ticket deflection and Copilot/GenAI use cases with human review and auditability
• Influence and compliance judgement: challenging delivery quality without formal authority, major incident/crisis command, and alignment to cyber, privacy, quality and GxP

#AGTech

Skills

Capacity Planning, Cloud Based Services, Computer Telephony, Configuration Management (CM), Database Management, Disaster Recovery (DR), Financial Operations, Identity Access Management (IAM), Incident Management, Infrastructure Capacity Planning, Network Configurations, Network Troubleshooting, Operations Analysis, Performance Tuning, Responsible AI, Service Level Agreement (SLA), Service Ownership, Service Performance Management, Supplier Assurance, Supplier Governance, System Monitors, Vulnerability Management

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.

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