RE & Operations - Senior Major Incident Manager & Service Desk Assurance

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.

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. It sets and refreshes SLAs and XLAs to ensure continuous stretch and improvement and ensures a robust “voice of the customer” feedback-to-improvement cycle. Operating within GSK's largely outsourced, multi-sourced ecosystem, the role sets, monitors and governs standards and delivery discipline for the service outcome.

Key Responsibilities
This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

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 – where issues are escalated from L1 to L2, retain accountability for the outcome and ensure L2 delivers what is required to resolve it, escalating to L2 service owners where appropriate.

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 (eg 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.

Why You?
Basic Qualification
We are seeking professionals with the following required skills and qualifications to help us achieve our goals:

• 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, with demonstrable improvements in adoption, colleague experience and operational performance.
• Experience working with strategic partners and managed service providers while retaining in-house governance.

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