Director, Regional Lead Service Management (EMEA)

Job content

Site Name: UK - London - Brentford
Posted Date: Jul 1 2021

At GSK, we’re a company with a special purpose, to help people do more feel better and live longer. Realising our purpose starts with us. When we feel at our best, we perform at our best.

When you set out on your adventure at GSK, we make a deal. You commit to living GSK’s values and expectations and performing against our Innovation, Performance and Trust priorities. And in return, GSK commits to providing the right environment for you to thrive. Put simply, it’s about you being motivated to do your best work, in a place where you can be you, feel good and keep growing.

Together we build an environment where we can all thrive and focus on what matters most to each of us. It is only through the energy, dedication, drive and passion of all of us that we can be the very best for GSK, and importantly, for our patients and consumers.

As the Director, Regional Lead Service Management for EMEA you will assume responsibility for all aspects of service delivery within the region for Technology. You will act as a ‘single-point-of-contact’ representing our CTO group (global tech shared-services) and take accountability for service delivery across both operational and change related activities.

A crucial role within the organisation, primary tasks will be to act as the central point of planning, coordination and escalation with regional business and cross-functional technology teams, collaborating with a diverse group of partners to effectively plan and manage change and ensure operational performance across the portfolio.

As the operational leader within region, you’ll drive high-performance and customer experience. This role will provide service assurance for functions such as; Commercial, Manufacturing and Distribution across a comprehensive set of Technology Services including; Infrastructure (Network, Hosting End User etc), Engineering and Service Management & Operations, as well as be accountable for day-to-day management of delivery related challenges.

Responsibilities Include The Following

• Represent regional view-point for Technology strategy, 3rd’ party product purchases / vendor-based services.
• Direct management to ensure the effective delivery of multiple, simultaneous projects across different regions and manufacturing sites.
• Taking a pan-technology view; ensuring fit-for-purpose end-2-end service design and seamless handovers between cross-functional tech teams and managed service partners.
• Cross functional planning and execution with peer technology and business teams to ensure shared outcomes.
• Management of critical third-party relationships with external partners and suppliers (both large and small).
• Contribute to the continued development of our overall Technology Operating Model, defining how we develop and imbed ITIL processes as part of maturing our Service Assurance capability.
• Proactively engage with key business and technology partners to manage demand and performance.
• Customer-centric thinking in everything you do; your passion for customer experience will guide critical decisioning and approach.
• Create proactive insight into operational gaps, establish procedures, processes
• Develop and lead business continuity planning and high availability and resiliency of mission critical services.
• Work with the office of CISO on strategy for security, risk management, compliance and controls standards
  
  

Basic Qualifications

We are looking for people with these required skills to achieve our goals:

• Significant experience within a management position in Enterprise Technology environment (Infrastructure, Networking, Hosting) and shared technology services, with a demonstrated track record of leading Service Assurance capability.
• Experience in Service Level Management, Resource and service inventory, Change Management and Trouble ticketing.
• Experience of leading performance against SLAs and critical metrics.
• ITIL / Agile certifications.
• Experience developing a team with both a direct and matrix organisation, including global teams.
• Experience running multi-million (£) budgets.
• Strong 3rd party vendor management experience.
• Excellent cross-functional planning and execution.
• Experience with modern software engineering practices and cloud centric infrastructure.
• Outstanding written and verbal communication skills with the ability to describe complex & abstract technical concepts up to board level.
• Bachelor’s degree in Computer Science, Mathematics, or relevant practical experience.
  
  

Preferred Qualifications

If you have the following characteristics, it would be a plus:

• Experience in building world-leading technology operations functions, including responsibility for colleague and partner centric operating models and implementing robust operational processes in modern engineering culture.
• Experienced in cost management and technology related cost optimisation.
• Excellent analytical skills and attention to detail.
• Passion for ‘customer experience’.
  
  

APPLICATION CLOSING DATE – 11:59pm 7th July 2021

Please take a copy of the Job Description, as this will not be available post closure of the advert.

Why GSK Consumer Healthcare?

In GSK CH, we are on an incredible journey as we prepare to create a new, standalone, world leading company with a 100% single-minded focus on everyday health. We are doing this at a time when the work we do has never mattered more. With the COVID pandemic, people are increasingly looking for ways to manage their own health and wellbeing and to take care of their families. This is where we come in. With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we are uniquely placed to deliver better everyday health to millions of people around the world and grow a strong, successful business. This is an opportunity to be part of something special.

#TechConsumer

As a company driven by our values of Patient focus, Transparency, Respect and Integrity, we know inclusion and diversity are essential for us to be able to succeed. We want all our colleagues to thrive at GSK bringing their unique experiences, ensuring they feel good and to keep growing their careers. As a candidate for a role, we want you to feel the same way.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Please don’t hesitate to contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. You can either call us on 0808 234 4391, or send an email ukdiversity.recruitment@gsk.com

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK’s commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting For the Record site.