Service Owner

Business Introduction

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.

Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.

Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Job Purpose

The Service Owner 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 a defined Technology platform or capability area. The role ensures GSK retains clear ownership of service outcomes across a largely outsourced and multisourced ecosystem, setting what good looks like for availability, supportability, incident, problem, change, knowledge, service reporting, operational readiness and continuous improvement. The post holder governs service performance through clear standards, metrics, controls, guardrails and evidence-based assurance, with particular focus on reliability, resilience, security, compliance, automation and responsible AI-enabled operational productivity.

Key Responsibilities

Describe the key deliverables to be achieved by the post holder and the ongoing responsibilities of the role

Set and govern service delivery and operations standards

• Define, maintain and govern service delivery and operations practices, including incident, problem, change, request, knowledge, service introduction, operational readiness and service reporting standards for the assigned platform or capability area.

• Ensure standards align to GSK’s Technology operating model, enterprise architecture, cyber security, data privacy, quality and compliance expectations, including GxP where relevant.

• Create practical governance artefacts, runbooks, service acceptance criteria, operational health measures and evidence requirements that can be adopted by internal teams and suppliers without creating unnecessary delivery friction.

Assure operational performance across a multisourced ecosystem

• Monitor service levels, operational performance, incident trends, problem backlog, change quality, service risk, customer experience and supplier adherence to agreed standards using clear metrics, evidence and exception-based governance.

• Work across platform operations, service management, reliability engineering, architecture, security, delivery teams and supplier organisations to identify service gaps, resolve recurring operational issues and drive continuous improvement.

• Challenge poor quality, weak controls or inconsistent ways of working while avoiding duplication of commercial supplier management accountability.

Drive service automation and operational productivity

• Promote automation-first service operations, including reduction of manual toil, improved ticket handling, knowledge quality, self-service adoption, operational observability and measurable efficiency improvement.

• Partner with the Automation Acceleration team or equivalent capability to identify, prioritise and safely scale service operations automation and AI-enabled productivity opportunities within agreed governance guardrails.

• Ensure AI-enabled operational tooling and automation are used responsibly, with appropriate security, compliance, human review, auditability, service impact assessment and change control before operational use.

Education & Professional Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Technology Management or a related discipline, or equivalent practical experience in enterprise technology service leadership.

• Relevant professional certifications or equivalent knowledge in ITIL, agile delivery, service management, platform operations, cyber security, cloud, infrastructure, reliability engineering, quality or compliance are desirable.

Area of Specialisation

• Knowledge of enterprise Technology platforms or capability areas such as cloud, networks, digital workplace, security, service management, automation, observability, voice, mobility or enterprise tooling.

• Understanding of platform operating models, outsourced and multisourced service delivery, ITIL-aligned service management, platform operations, operational governance, supplier assurance, automation, responsible AI-enabled productivity and regulated technology environments.

Experience Required

• Significant experience in technology service ownership, service delivery management, platform operations, service governance or operational assurance within a complex global organisation.

• Experience working in outsourced or multisourced technology environments, governing partner delivery against standards, controls and measurable service outcomes.

• Experience defining or improving incident, problem, change, request, knowledge, service introduction, operational readiness, service reporting, service review or continuous improvement practices.

• Experience using service performance data, SLA and KPI reporting, incident and problem trends, service risk indicators, audit findings, customer feedback and supplier performance information to drive improvement actions.

• Experience supporting automation, self-service, AI-enabled productivity or modern engineering practices in a governed enterprise environment.

• Proven experience of Cloud and Infrastructure Service Ownership

• Experience with Cloud monitoring, observability, automation or AI operations.

Skills/Background