Senior Principal - Service Owner - DWE - P&C

About the role

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, covering the collaboration and productivity suite, meetings and telephony, content and file services, and the integrations between them.

What you'll do

• Define, maintain and govern the service delivery and operations standards for Productivity & Collaboration, covering incident, problem, change, request, knowledge
• Ensure those standards align to the DPTF operating model, enterprise architecture, cyber security, data privacy, quality and compliance expectations
• Create practical governance artefacts, runbooks, service acceptance criteria
• 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

What you need

• 6–8 yrs of experience
• ITIL
• IAM
• Documentation
• Performance management
• Vulnerability assessment
• Data privacy
• B.Sc or B.Tech or B.E. or BCA

Good to have

• Office 365
• LLMs
• ServiceNow