# Associate Director, Service Ops Lead - People Services and Reward

**Company**: GSK
**Location**: Bengaluru
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Human Resources
**Industry**: Healthcare

**Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Associate-Director--Service-Ops-Lead---People-Services-and-Reward_448829?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_80fc861e-40a

## Description

We are seeking an Associate Director, Service Ops Lead - People Services and Reward to oversee the stable, compliant, and reliable operation of select systems and platforms within the HR Digital & Tech domain.

The successful candidate will provide operational leadership across People Services and Reward platforms, ensuring system stability, availability, and adherence to service levels. They will act as the primary internal escalation point for product and domain teams on service performance and major incidents.

Key responsibilities include:

- Providing operational leadership across People Services and Reward platforms

- Governing incident, problem, change, configuration, and release processes for domain platforms

- Defining and maintaining service readiness and runbook quality standards

- Creating and overseeing service plans for new and enhanced products

- Monitoring platform performance and implementing improvement actions

- Coordinating with Platform Owners, engineering squads, solution architects, and service teams

- Leading operational readiness assessments and owning operational dashboards, KPIs, and reporting

- Overseeing root cause analysis for major incidents and maintaining operational documentation

- Managing relationships with third-party vendors and managed service providers

- Leading, mentoring, and coordinating operational support teams and partner resources

Requirements:

- 15-19 years of experience in platform operations, enterprise application support, IT service management, system administration, or technical delivery within complex environments

- Strong experience supporting business-critical HR platforms such as Workday, Payroll, and Time systems

- Proven expertise in ITSM processes, including incident, problem, change, release, and configuration management

- Experience with enterprise tools such as ServiceNow, Jira, Azure DevOps, monitoring, and knowledge management platforms

- Strong understanding of system integrations, cloud technologies, monitoring, security, access controls, compliance, resilience, and business continuity

We offer a hybrid working approach, typically expecting 2-3 days per week in the office, with the specific pattern agreed between the successful candidate and their manager based on role and team needs.

## Skills

### Required
- Configuration Management (CM)
- DevOps
- Incident Management
- IT Configuration Management
- IT Service Management (ITSM)
- Major Incident Management
- Microsoft Azure
- Platform Operations
- Workday Payroll

### Nice to have
- 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, and promote operational discipline
- Effective organisational skills, able to balance multiple priorities and manage time-sensitive escalations
- Strong leadership and coaching capability, with the ability to develop others, build collaboration, and create a high-performing service culture

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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--Service-Ops-Lead---People-Services-and-Reward_448829?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)