RE & Operations - Senior Major Incident Manager & Service Desk Assurance

GSK•Philadelphia, PA

4d•Hybrid

About The Position

The Senior Major Incident Manager & Service Desk Assurance role owns assurance and performance governance of GSK’s outsourced Technology Service Desk. The role manages the provider against agreed service-level agreements (SLAs), experience-level agreements (XLAs), and quality expectations, while driving continuous improvement and ensuring a strong colleague experience across the service outcome, including escalations from L1 to L2. The role leads the Service Desk modernization agenda, increasing the use of AI and automation to accelerate shift left, expand self-service, and improve colleague experience and service efficiency. It refreshes service measures, establishes standards and governance, and uses customer feedback and experience data to guide service changes. The role also ensures audit readiness, compliance, and responsible use of AI and automation, working with outsourced providers, internal teams, and enabling product groups in GSK’s multi-sourced service environment.

Requirements

Bachelor's or Master's degree in a relevant field, such as Computer Science, IT, or a business discipline, or equivalent experience.
ITIL v4 certification.
10+ years of experience in service management or Service Desk assurance within a large, complex, global organization.
Experience governing an outsourced Service Desk against SLAs, XLAs, and experience metrics while driving continuous improvement.
Experience designing and refreshing SLAs and XLAs to sustain continuous stretch and improvement.
Experience operating a structured voice-of-the-customer-to-improvement cycle.
Experience driving Service Desk modernization through AI, automation, and shift-left initiatives, with demonstrable improvements in adoption, colleague experience, and operational performance.
Experience working with strategic partners and managed service providers while retaining in-house governance.
Experience owning end-to-end Service Desk colleague experience, including L1-to-L2 escalations, and retaining accountability for resolution outcomes.
Ability to balance control, compliance, pace, and agility while holding a provider accountable.
Strong SLA/XLA design, performance-management, and governance capabilities.
Strong documentation, standards, and process-design capabilities.
Analytical mindset and ability to interpret service performance and experience data.
Practical AI fluency, applying Service Desk automation within security, compliance, and change guardrails.

Nice To Haves

Experience in a regulated industry, such as pharmaceuticals, life sciences, or financial services.

Responsibilities

Manage the outsourced Technology Service Desk provider against agreed SLAs, XLAs, and quality expectations, holding the provider accountable for outcomes.
Assure service quality and delivery discipline, and drive improvements when performance or experience falls short.
Own the end-to-end colleague experience of the Service Desk, including escalations from L1 to L2; retain accountability for outcomes and escalate to L2 service owners when appropriate.
Refresh SLAs, XLAs, and measures to sustain continuous stretch and improvement.
Set, monitor, and govern service standards and improvement plans across internal and provider teams.
Establish a robust voice-of-the-customer feedback-to-improvement cycle, using experience data such as XLA and CSAT to shape service changes.
Define and govern service standards, quality expectations, and operational governance artefacts.
Maintain Service Desk audit readiness, including controls, evidence, and documentation for internal and external audits.
Ensure compliance of products owned by or directly supporting the Service Desk, such as Smart IVR.
Lead the Service Desk modernization agenda with the outsourced provider, Automation Acceleration Hub, and enabling product teams, increasing AI and automation use across operations.
Expand knowledge-enabled resolution, intelligent self-service, automation, and effective deflection to advance shift left and improve colleague experience and service efficiency.
Turn modernization opportunities into a prioritized roadmap with clear adoption, experience, and performance outcomes; hold partners accountable for delivery and realized benefits.
Ensure AI and automation are used responsibly, with appropriate security, compliance, human review, and change control before operational use.
Support major incidents as needed, including occasional extended hours or on-call shifts.