Senior Principal - Service Desk Assurance

About the role

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.

What you'll do

• 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
• SLA / XLA Refresh & Continuous Improvement
• Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement over time

What you need

• ITIL
• Performance management
• Incident response
• Class 12

Good to have

• ServiceNow