# Senior Role - Technology Service Desk Performance Assurance

**Company**: GSK
**Location**: United States
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Healthcare

**Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Durham-Blackwell-Street/RE---Operations---Senior-Major-Incident-Manager---Service-Desk-Assurance_449055?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f3630e14-36b

## Description

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally.

The Technology Service Desk is the front door to Digital & Tech for GSK colleagues worldwide and is delivered through an outsourced provider. This senior role owns the assurance and performance governance of the outsourced Tech Service Desk, managing the provider to agreed SLAs, XLAs and quality expectations and driving continuous improvement.

**Key Responsibilities**

- Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations, holding the provider to account for outcomes.

- Assure the quality and delivery discipline of the service, driving improvements where performance or experience falls short.

- Own the end-to-end colleague experience of the Service Desk, not just the L1 interaction – where issues are escalated from L1 to L2, retain accountability for the outcome and ensure L2 delivers what is required to resolve it, escalating to L2 service owners where appropriate.

- Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement over time.

- Set, monitor and govern service standards and improvement plans across internal and provider teams.

- Ensure a robust “voice of the customer” feedback-to-improvement cycle, using experience data (eg XLA/CSAT) to shape service change.

- Define and govern service standards, quality expectations and operational governance artefacts.

- Ensure audit-readiness of the Service Desk operation, maintaining the controls, evidence and documentation needed to demonstrate compliance to internal and external audit at all times.

- Own and drive the Service Desk modernisation agenda, working with the outsourced provider, Automation Acceleration Hub and enabling product teams to increase the use of AI and automation across operations.

**Requirements**

- Bachelor's or Master's degree in a relevant field (e.g. Computer Science, IT or a business discipline), or equivalent experience.

- ITIL v4 certification is required.

- 10 years+ in service management or service desk assurance within a large, complex, global organisation.

- Experience governing an outsourced service desk against SLAs, XLAs, and experience metrics while driving continuous improvement.

- Experience designing and refreshing SLAs/XLAs to sustain continuous stretch and improvement.

- Experience running a structured voice-of-the-customer to improvement cycle.

- Experience driving Service Desk modernisation through AI, automation and shift-left initiatives, with demonstrable improvements in adoption, colleague experience and operational performance.

**Benefits**

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

## Skills

### Required
- Audits Compliance
- Automation Technology
- Business Continuity Management (BCM)
- Data Analysis
- Disaster Recovery (DR)
- Financial Operations
- Incident Analysis
- Log Analysis
- Metrics Management
- Network Performance Management (NPM)
- Performance Monitoring
- Quality Assurance (QA)
- Reliability Engineering
- Security Controls
- Security Incident Response
- Service Audit

### Nice to have
- Experience in a regulated industry (pharmaceutical, life sciences, financial services or similar)
- Ability to balance control, compliance, pace and agility while holding a provider to account
- Strong SLA/XLA design, performance-management and governance capability
- Strong documentation, standards and process-design capability
- Analytical mindset with the ability to interpret service performance and experience data
- Practical AI fluency, applying service desk automation within security, compliance and change guardrails

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