Senior Principal - Service Owner – Network

Job description

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 service delivery and operations leadership role accountable for defining, monitoring and governing the operational service standards, service management practices and quality expectations for GSK's network and connectivity services. The role sets what good looks like for availability, supportability, incident, problem, change, knowledge, service reporting, operational readiness and continuous improvement across the teams and partners delivering the service. 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 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 the service's delivery 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, ITIL-aligned service management, platform operations, operational governance, supplier assurance, automation and AI-enabled operational productivity in a regulated enterprise environment. Related Experience Required 15 Years overall and significant experience in technology service ownership, service delivery management, platform operations, service governance or operational assurance within a complex global organisation. Experience governing partner and supplier 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. Significant experience owning or governing enterprise network service delivery and operations. Strong knowledge of incident, problem, change, service level and supplier performance management. Evidence of improving service availability, customer experience, operational resilience or recurring incident performance. Skills/Background Ability to define clear service standards, operational governance artefacts, runbooks, service acceptance criteria, service health measures and evidence expectations that can be consistently applied across internal and external delivery teams. Strong judgement in balancing control, compliance, resilience, pace and agility in a regulated global technology environment. Strong documentation, policy-writing, process-design and knowledge management capability. Analytical mindset with the ability to interpret service performance data, SLA and KPI trends, incident and problem patterns, automation opportunities, risk indicators and governance measures. Practical AI fluency, including the ability to identify appropriate productivity and automation use cases, apply human review and ensure responsible adoption within security, compliance and change guardrails. #AGTech Skills Capacity Planning, Cloud Based Services, Configuration Management (CM), Database Management, Disaster Recovery (DR), Enterprise Network, Financial Operations, Identity Access Management (IAM), Incident Management, Infrastructure Capacity Planning, Network Configurations, Network Services, Network Technologies, Network Troubleshooting, Operations Analysis, Performance Tuning, Service Integration and Management (SIAM), Service Level Agreement (SLA), Service Performance Management, System Monitors, Vulnerability Management 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 c