# Associate Director, Tech Delivery & Service Management

**Company**: GSK
**Location**: Bengaluru
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Healthcare

**Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Associate-Director--Tech-Delivery---Service-Management_449033?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2b55bca5-59b

## Description

The Associate Director, Tech Delivery & Service Management is accountable for integrated delivery governance, service transition and operational acceptance across GSK's External Manufacturing and Digital Pack portfolio.

The role takes approved product, programmer and solution outcomes through coordinated delivery, deployment, handover and early-life support into stable, supportable and compliant live services. It ensures delivery and operational risks are actively managed across business-critical processes connecting GSK, contract manufacturing organizations, packaging partners and Digital Pack teams.

**Key Responsibilities:**

- Own the coordinated transition of approved new and changed technology capabilities into stable, supportable and compliant live services for assigned External Manufacturing and Digital Pack products, services and cross-functional initiatives.

- Own integrated delivery governance for the portfolio through agreed plans, governance forums and decision controls covering approved priorities, milestones, entry and exit criteria, critical paths, dependencies, capacity, resources, risks, issues and decisions.

- Provide service leadership for portfolio products and integrations, ensuring stability, availability, continuity, performance and effective support for manufacturing, packaging, artwork, labelling and pack-data operations.

- Act as the senior escalation point for delivery and operational issues, coordinating rapid recovery and clear decisions where incidents or delays could affect product supply, manufacturing partners, packaging operations or market launch readiness.

- Govern incident, problem, change, configuration and release activities, ensuring root causes are addressed and recurring issues across applications, data flows and business-to-business integrations are prevented.

- Own service transition and operational acceptance for approved new capabilities and major changes, including validated controls, support models, monitoring, runbooks, continuity arrangements, partner onboarding, cutover plans, acceptance evidence and escalation paths before go-live.

- Own portfolio financial governance, including annual planning, budget and forecast management, actuals tracking, resource and supplier cost oversight, variance analysis, financial risks and corrective actions.

- Own benefits baselining and tracking governance across the portfolio.

- Maintain portfolio governance dashboards and decision materials covering delivery status, financial performance, service health, benefits, capacity, dependencies, technical debt, partner performance, risks, issues and decisions.

- Partner with stakeholders to prioritise portfolio investments and delivery, resilience, obsolescence, compliance, data quality and integration risks within product and technology roadmaps.

- Coach and mentor Tech Delivery and Service staff through practical guidance, knowledge sharing and structured development support.

- Lead continuous improvement through simplification, standardisation and automation, and use approved AI tools in the role's own day-to-day work.

**Basic Requirements:**

- Bachelor's or Master's degree in Technology, Engineering, Computer Science, Information Systems, Business or a related discipline, or equivalent relevant experience.

- Typically 7+ years of experience across technology delivery, service management, platform operations or programme/project management in complex global environments.

- Demonstrated experience delivering significant technology change while maintaining stable live services for supply chain, manufacturing, packaging, artwork, labelling or partner-facing operations.

- Strong experience leading portfolio delivery governance, including integrated planning, prioritisation, capacity and dependency management, governance forums, RAID control, executive reporting and decision tracking.

- Demonstrated expertise in service transition, ITSM practices, operational acceptance, major-incident leadership, root-cause investigation and sustainable remediation.

**Preferred:**

- Relevant certifications in ITIL, programme/project delivery, Agile/Scrum, DevOps or service management are desirable.

- Experience managing contract manufacturers, packaging partners, artwork and labelling service providers, strategic technology partners or outsourced delivery and service arrangements is desirable.

- Experience in a regulated life-sciences environment, including GxP, audit readiness and validated systems, is highly desirable.

## Skills

### Required
- Agile Methodology
- Agile Project Management
- Change Management
- Compliance Risk Management
- Delivery Management
- Financial Budgeting
- Key Performance Indicators (KPI)
- KPI Analysis
- Problem Solving
- Program Management
- Project Management
- Resource Management
- Shareholder Communications

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Source: [Apply at gsk.wd5.myworkdayjobs.com](https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Associate-Director--Tech-Delivery---Service-Management_449033?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)