Description
Enterprise Systems is the backbone of GSK's internal operations in Digital & Tech, enabling GSK Global Functions teams to run seamlessly. This team designs and delivers cutting-edge digital platforms that power critical processes, ensuring efficiency, compliance, and scalability across the enterprise.
The Director - MES, Engineering, EHS & Sustainability products is responsible for ensuring the stable, compliant, and reliable operations of core systems and platforms within their domain. The role oversees day-to-day platform operations and ensures that processes are followed, risks are managed, and changes are delivered safely.
Key Responsibilities:
- Provide operational leadership across core platforms, ensuring system stability, availability, and adherence to service levels.
- Govern incident, problem, change, configuration, and release processes for domain platforms, ensuring operational compliance with ITSM policies and control frameworks.
- Define and maintain service readiness and runbook quality standards.
- Set the service vision and roadmap for the domain platforms with the Product Owners.
- Monitor platform performance, proactively identifying risks, trends, and recurring issues.
- Coach service owners and operations staff in incident, problem and change practice.
- Report platform adoption and business-outcome measures alongside service KPIs.
- Coordinate with Platform Owners, engineering squads, solution architects, and service teams to ensure changes are deployed safely.
- Lead operational readiness assessments, ensuring documentation, support models, monitoring coverage, and non-functional controls are in place prior to deployment.
- Own operational dashboards, KPIs, and reporting for the platforms.
- Oversee root cause analysis for major incidents, ensuring sustainable fixes.
- Maintain and continuously improve operational documentation.
- Manage relationships with third-party vendors and managed service providers.
- Scan emerging service-management and monitoring capability, trial the best candidates and bring a ranked opportunity list into the product roadmap.
- Own the operational service model for production AI and generative AI solutions.
- Define and approve AI service-readiness criteria before go-live.
- Govern incidents, problems, changes, releases and configurations involving AI models.
- Ensure AI-specific service risks and failures are investigated and sustainably remediated.
- Lead your team in using approved AI tools to improve productivity and ways of working.
Basic qualifications:
- Bachelor's or Master's degree in a relevant field.
- Typically, 8–10 years of experience in platform operations, system administration, service management, or technical delivery roles.
- Industry certifications highly desirable.
- Platform operations, service management, ITSM processes, cloud technologies, and core enterprise system administration.
- Understanding system integration, monitoring, and operational control frameworks.
- Working knowledge of MES, engineering or EHS & Sustainability processes.
- Significant experience overseeing operational performance for multiple platforms.
- Demonstrated ability to manage ITSM processes.
- Proven ability to diagnose operational issues, lead root cause analysis, and drive sustainable improvements.
Preferred qualifications:
- Strong analytical and problem-solving capability.
- Excellent communication and stakeholder management skills.
- Strong understanding of security, compliance, and operational risk controls.
- Ability to lead cross-functional teams, influence without direct authority.
- Effective organisational skills.
- Practical understanding of generative AI, large language models, machine learning.
- Understanding of AI service monitoring.
- Ability to apply ITSM disciplines to AI services.
- Strong understanding of responsible AI, cybersecurity, privacy, data integrity.