Senior Principal - Service Owner - DWE - P&C
GSK (company site, opens in a new tab)15+ yrsBengaluruOn-siteDirect career pageEst. 30–50 LPA
Posted 11h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and govern operational service standards, service management practices, and quality for GSK's Productivity & Collaboration services including collaboration suites, meetings, telephony, and content services.
- Monitor and drive service levels, incident trends, problem backlogs, change quality, risk, customer experience, and supplier adherence across a multisourced ecosystem.
- Lead governance on vendor feature releases, promote automation-first operations, and ensure responsible use of AI-enabled tools within operational and compliance frameworks.
Minimum Requirements
- Bachelor's degree in Computer Science, IT, Engineering, Business Technology Management, or related field, or equivalent practical experience in enterprise technology service leadership.
- 15+ years of overall experience with 6-8 years in technology service ownership, service delivery management, platform operations, or operational assurance within complex global organisations.
- Experience in multisourced or outsourced service environments governing against standards and measurable outcomes, specifically in Productivity & Collaboration technologies.
- Relevant professional certifications or equivalent knowledge in ITIL, service management, platform operations, or reliability engineering.
Ideal Candidate Profile
- Experienced in defining and maintaining clear service standards, governance artefacts, and operational readiness processes that align with enterprise architecture and compliance requirements.
- Skilled in using service performance data, SLA/KPI reporting, and problem trend analysis to drive continuous improvement in service delivery.
- Capable of influencing and challenging multiple stakeholders across platform teams, suppliers, and operations without formal authority, emphasizing quality and automation in a regulated environment.