Description
The Snr. Manager Regional Site Operations leads technology site operations across a region, running the team of Site Experience Analysts who deliver the on-site technology experience at GSK locations.
In this role you will:
- Lead the Site Experience Analysts across the region, setting expectations, coverage and ways of working, and developing the capability of the team.
- Own the on-site technology experience for the region, covering meeting room and collaboration technology, local infrastructure, device support and the technology people encounter at their location.
- Apply the global site experience standard consistently across the region, while adapting to the genuine differences between manufacturing, laboratory, office and small sites.
- Plan and manage coverage across sites, balancing on-site presence, remote support and partner-delivered capability against demand and site criticality.
- Act as escalation point for site technology issues in the region, taking ownership through to resolution with the teams that hold the fix.
- Work proactively to prevent issues, using site telemetry, meeting room health and experience data to fix problems before they are reported.
- Partner with site leadership, facilities and business teams so that technology supports what actually happens at each location.
- Support site level projects and change, including refresh programmes, moves, expansions and closures, working with the relevant platform and project teams.
- Hold managed service partners to the standard for the elements of site support they provide, and escalate where performance falls short.
- Represent site realities to the platform and product teams, so that services are designed for how they land at a location and not only for how they work centrally.
- Measure and report regional site experience, using service data and direct feedback, and act on what it shows.
- Drive automation and AI assisted operations at site level, reducing repetitive manual work and enabling analysts to spend time on experience rather than transactions.
Basic Qualifications:
- Bachelor's or Master's degree in Information Technology, Business, Engineering or a related field, or equivalent experience.
- Considerable experience in IT site operations, end user services or technology support roles, including experience leading a team.
- Proven experience running technology support across multiple locations in more than one country.
- Experience leading a distributed team and holding a consistent standard across sites of different sizes and purposes.
- Experience of the technology environments found at manufacturing, laboratory and office locations, and the different demands each places on support.
- Experience planning coverage across on-site, remote and partner-delivered support.
- Experience holding managed service partners to agreed standards, including through escalation.
- Experience supporting site level change such as refreshes, moves, expansions or closures.
- Familiarity with site telemetry and AI assisted operations applied to reducing repetitive manual work.
Preferred Skills:
- Microsoft 365 (Teams, SharePoint, OneDrive, Zoom, Teams Meeting Room, Proofpoint, Copilot, Claude)
- Identity and access management (Entra ID/Azure AD, conditional access, Zero Trust)
- Endpoint management (Intune, SCCM, Jamf, Tanium)
- Virtual desktop/DaaS (Citrix, AVD, W365, Secure file transfer)
- Enough technical depth to challenge vendors and interpret root cause analyses