Description
The Service Owner for Productivity & Collaboration is a retained in-house service delivery and operations leadership role, accountable for defining, monitoring and governing the operational service standards, service management practices and quality expectations for the productivity and collaboration services GSK works in.
Responsibilities:
- Define, maintain and govern the service delivery and operations standards for Productivity & Collaboration, covering incident, problem, change, request, knowledge, service introduction, operational readiness and service reporting.
- Ensure those standards align to the DPTF operating model, enterprise architecture, cyber security, data privacy, quality and compliance expectations, including GxP where relevant.
- Create practical governance artefacts, runbooks, service acceptance criteria, operational health measures and evidence requirements that internal teams and partners can adopt.
- Own the service standards for collaboration and productivity capability, including how vendor feature releases are assessed, communicated and adopted.
- Monitor service levels, operational performance, incident trends, problem backlog, change quality, service risk, customer experience and supplier adherence across Productivity & Collaboration.
- Work across platform operations, service management, reliability engineering, architecture, security and supplier organisations to identify service gaps and drive them to closure.
- Challenge poor quality, weak controls or inconsistent ways of working, without duplicating the commercial supplier management accountability held elsewhere.
- Govern the service impact of vendor release cycles, ensuring changes are assessed, configured and communicated before they reach users.
- Promote automation-first service operations, reducing manual toil and improving ticket handling, knowledge quality, self-service adoption and operational observability.
- Partner with the Automation Acceleration Hub to identify, prioritise and safely scale service operations automation and AI-enabled productivity improvements.
- Ensure AI-enabled operational tooling and automation are used responsibly, with appropriate security, compliance, human review, auditability and service impact assessment.
- Hold the boundaries with the Digital Workplace Experience platform teams on platform design and engineering, the Strategic Supplier Manager on commercial supplier management, and the Technology Performance Manager on function-level performance reporting.
Professional Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Technology Management or a related discipline, or equivalent practical experience in enterprise technology service leadership.
- Relevant professional certifications or equivalent knowledge in ITIL, service management, platform operations or reliability engineering.
Experience Required:
- Overall 15 years and typically 6-8 years in technology service ownership, service delivery management, platform operations or operational assurance within a complex global organisation.
- Experience working in outsourced or multisourced environments, governing partner delivery against standards, controls and measurable outcomes.
- Experience defining or improving incident, problem, change, request, knowledge, service introduction and operational readiness practices.
- Experience using service performance data, SLA and KPI reporting, incident and problem trends and supplier performance information to direct improvement.
- Direct experience of Productivity & Collaboration technologies and the expectations of a large, business facing user population.
- Experience supporting automation, self-service or AI-enabled productivity in a governed enterprise environment.
- Experience challenging delivery quality without holding formal authority over the teams delivering it.