Description
The Service Owner is a service delivery and operations leadership role accountable for defining, monitoring and governing the operational service standards, service management practices and quality expectations for GSK's network and connectivity services.
The role sets what good looks like for availability, supportability, incident, problem, change, knowledge, service reporting, operational readiness and continuous improvement across the teams and partners delivering the service.
Key Responsibilities
- Set and govern service delivery and operations standards
- Assure operational performance across the service's delivery ecosystem
- Drive service automation and operational productivity
Education & 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, agile delivery, service management, platform operations, cyber security, cloud, infrastructure, reliability engineering, quality or compliance are desirable.
Area of Specialisation
- Knowledge of enterprise Technology platforms or capability areas such as cloud, networks, digital workplace, security, service management, automation, observability, voice, mobility or enterprise tooling.
- Understanding of platform operating models, ITIL-aligned service management, platform operations, operational governance, supplier assurance, automation and AI-enabled operational productivity in a regulated enterprise environment.
Related Experience Required
- 15 Years overall and significant experience in technology service ownership, service delivery management, platform operations, service governance or operational assurance within a complex global organisation.
- Experience governing partner and supplier delivery against standards, controls and measurable service outcomes.
- Experience defining or improving incident, problem, change, request, knowledge, service introduction, operational readiness, service reporting, service review or continuous improvement practices.
Skills/Background
- Ability to define clear service standards, operational governance artefacts, runbooks, service acceptance criteria, service health measures and evidence expectations that can be consistently applied across internal and external delivery teams.
- Strong judgement in balancing control, compliance, resilience, pace and agility in a regulated global technology environment.
- Strong documentation, policy-writing, process-design and knowledge management capability.
- Analytical mindset with the ability to interpret service performance data, SLA and KPI trends, incident and problem patterns, automation opportunities, risk indicators and governance measures.
- Practical AI fluency, including the ability to identify appropriate productivity and automation use cases, apply human review and ensure responsible adoption within security, compliance and change guardrails.