Associate Director - Product Mgt - Resilient Operations

About the Team:

Enterprise Systems is the backbone of GSK’s internal operations in Digital & Tech, enabling GSK Global Functions teams such as Finance, Procurement, HR, Legal, Compliance, WREF, CGA and Corporate Secretariat to run seamlessly. This team designs and delivers cutting-edge digital platforms that power critical processes, ensuring efficiency, compliance, and scalability across the enterprise.

Enterprise Systems Management & Business Operations delivers digital solutions that support Enterprise Systems running as a high-performing organisation. This team drives financial discipline, operational rigour and strategic alignment across the ES portfolio that safeguard GSK’s integrity and reputation globally. By joining this team, you’ll help shape systems that support thousands of employees worldwide, driving innovation and reliability in the tools that keep GSK moving forward.

Job Purpose:

The  Senior Manager, Resilient Operations is a pivotal and strategic role within our Global Supply Chain Digital & Tech (GSC D&T) site tech Resilient Operations team, tasked with driving key initiatives that enhance operational resilience, efficiency, and innovation across the global supply chain. This role focuses on the implementation and improvements of tools and services (Service now for Operational Technology (OT), ensuring we standardize and optimize critical service management processes for asset inventory, incident management, change management and risk and vulnerability management. This leader will play a vital role in bridging the gap between IT and OT systems, enabling seamless integration and consistent service management practices across diverse environments.

This individual will serve as Service Manager for GSC D&T, ensuring the service management framework is robust, effective, and aligned with the ITIL best practices and GSK’s strategic and compliance standards. This includes establishing key performance metrics, monitoring system performance, and ensuring operational incidents are managed efficiently and escalated appropriately when required. 

The role will require strong collaboration with cross-functional teams, including local and global Engineering teams, the ServiceNow Product Team, and other stakeholders, to drive operational improvements and deliver consistent, high-quality service experiences across GSK’s global supply chain. By leveraging advanced technologies such as gen AI and data-driven insights, the Senior Manager will also focus on accelerating incident resolution, identifying root causes, and implementing proactive measures to prevent future disruptions. 

With a commitment to fostering a culture of continuous improvement, problem solving (like DMAIC) ( Define, Measure, Analyze, Improve, Control) innovation, and collaboration, the Senior Manager will identify and implement process enhancements that strengthen GSK’s resilience to industry challenges and evolving business needs. This role requires a deep understanding of ServiceNow, operational technology systems, and IT service management practices, alongside strong leadership skills to guide teams, manage stakeholders, and deliver measurable business outcomes. 

Key Responsibilities:

• Crisis Management Process
• Own the Crisis Management Process.
• Define, introduce and dry-run the Crisis Management Process with respective stakeholders in GSC and in the matrix with Tech Infrastructure (DPTF) (Digital Platforms & Technology Foundations) and CISO (Chief Information Security Officer function) organization.

IT Service Management

• Develop and roll out a new IT service-management governance for GSC D&T (Digital & Tech) that aligns with ITIL best practices and GSK standards.
• Ensure compliance with regulatory and security standards during ServiceNow implementation and operations.
• Collaborate with Engineering teams (local and global) and the ServiceNow Product Team to ensure continued improvement in IT and OT (Operational Technology) asset resilience.
• Ensure compliance with regulatory and security standards during ServiceNow-orchestrated operations.
• Act as the key point of contact for service-management practices, ensuring efficient coordination across product teams and central ITSM teams.
• Develop and maintain key performance metrics to monitor system performance and operational support, ensuring they meet or exceed expectations.
• Define outcomes for the OT service-management product, not only implementation milestones, and validate the value on a pilot before wider roll-out.
• Ensure critical incidents are escalated promptly to senior management and relevant stakeholders, providing clear and concise updates on status and resolution efforts.
• Develop and distribute a monthly stakeholder report summarizing key achievements, upcoming initiatives, and any critical issues.
• Integrate processes, tools, and innovation (AI) around observability in all resilience work for infrastructure, products, and services for GSC.
• Collaborate with the Observability Owner (DPTF), Application Owner, and Technology Teams to introduce the process where it is not implemented.
• Co-create the vision and roadmap for resilient operations and products with the business, and own value cases, including expected benefits and how they are measured.

Continuous Improvement

• Identify, plan, and implement process improvements to enhance the resilience and efficiency of global supply-chain operations.
• Leverage advanced technologies such as generative AI to accelerate incident resolution and root-cause analysis.
• Lead the Resilience (matrixed) team in using approved AI tools to improve productivity and ways of working, role-modeling responsible use and following GSK Responsible AI, privacy, and security requirements.
• Scan emerging service-management and OT-security capabilities, bring a ranked opportunity list into planning, and work with architects to shape design trade-offs.
• Create comprehensive process documentation and a training program for staff to ensure consistent application of new procedures.

Basic Qualifications:

• Bachelor’s degree in computer science, Software Engineering, Engineering, Information Technology, Manufacturing Systems, or related technical discipline.
• Minimum 8+ year of professional experience and at least 3 years in similar service management role.
• Experience in implementing and managing ServiceNow capabilities.
• Experience in working with ServiceNow in OT environments.

Preferred Qualifications:

• Master's Degree.
• Advanced degree (MS/MBA) in a related field is a plus.
• Orange Belt certified in Lean / Six Sigma principles.
• ITIL (nformation Technology Infrastructure Library) Foundation certificate.

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Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.

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We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

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