Associate Director, Tech Delivery & Service Management

Job description

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 Associate Director, Tech Delivery & Service Management is accountable for integrated delivery governance, service transition and operational acceptance across GSK’s External Manufacturing and Digital Pack portfolio. The role takes approved product, programmer and solution outcomes through coordinated delivery, deployment, handover and early-life support into stable, supportable and compliant live services. It ensures delivery and operational risks are actively managed across business-critical processes connecting GSK, contract manufacturing organizations, packaging partners and Digital Pack teams. ·       The role connects Product teams, architects, External Manufacturing and Digital Pack stakeholders, service functions, Finance and strategic partners. It establishes one integrated view of approved priorities, milestones, dependencies, capacity, funding, forecasts, risks and decisions, and coordinates delivery and service-readiness dependencies across product supply, partner onboarding, packaging, artwork, labelling, pack data, quality, enterprise platforms and external partners. The role does not own the External Manufacturing technology strategy, product or solution roadmap, business case, solution direction or end-to-end transformation value realization; these remain with the accountable Product or Technology lead. ·       The role supports resilient operations, effective partner collaboration and simpler operations through standardization, automation and responsible use of AI. It maintains security, quality, Gapp and regulatory controls where applicable, with clear human accountability for decisions affecting product quality, continuity of supply and regulated packaging, artwork and labelling processes. Key Responsibilities: ·       Own the coordinated transition of approved new and changed technology capabilities into stable, supportable and compliant live services for assigned External Manufacturing and Digital Pack products, services and cross-functional initiatives, from integrated delivery planning through deployment, handover and early-life support. Accountable Product and Technology leads retain ownership of strategy, roadmap, scope, solution direction, adoption outcomes and value realisation. ·       Own integrated delivery governance for the portfolio through agreed plans, governance forums and decision controls covering approved priorities, milestones, entry and exit criteria, critical paths, dependencies, capacity, resources, risks, issues and decisions across business teams, GSK technology groups, contract manufacturers, packaging partners and strategic suppliers. The accountable Product or Technology lead retains accountability for External Manufacturing strategy, transformation priorities and end-to-end programme outcomes. ·       Provide service leadership for portfolio products and integrations, ensuring stability, availability, continuity, performance and effective support for manufacturing, packaging, artwork, labelling and pack-data operations. ·       Act as the senior escalation point for delivery and operational issues, coordinating rapid recovery and clear decisions where incidents or delays could affect product supply, manufacturing partners, packaging operations or market launch readiness. ·       Govern incident, problem, change, configuration and release activities, ensuring root causes are addressed and recurring issues across applications, data flows and business-to-business integrations are prevented. ·       Own service transition and operational acceptance for approved new capabilities and major changes, including validated controls, support models, monitoring, runbooks, continuity arrangements, partner onboarding, cutover plans, acceptance evidence and escalation paths before go-live. The accountable Product or Technology lead retains ownership of business readiness, adoption and value outcomes. ·       Own portfolio financial governance, including annual planning, budget and forecast management, actuals tracking, resource and supplier cost oversight, variance analysis, financial risks and corrective actions, ensuring investment remains aligned to agreed priorities and outcomes. ·       Own benefits baselining and tracking governance across the portfolio. Agree documented baselines, measurable targets, data sources, review dates and a named accountable owner for each benefit with Product and Technology leads, business stakeholders and Finance before implementation. Track actual outcomes against baselines beyond initiative closure against the agreed measurement schedule, validate evidence with benefit owners and Finance, and escalate shortfalls with corrective actions. Feed measured results back into portfolio prioritisation. Accountable Product and Technology leads retain ownership of end-to-end value realisation. ·       Maintain portfolio governance dashboards and decision materials covering delivery status, financial performance, service health, benefits, capacity, dependencies, technical debt, partner performance, risks, issues and decisions required. Provide clear recommendations and escalate variances promptly to accountable leaders. ·       Partner with stakeholders to prioritise portfolio investments and delivery, resilience, obsolescence, compliance, data quality and integration risks within product and technology roadmaps. Manage technology suppliers and managed service partners against delivery commitments, contractual obligations, costs and service outcomes, retaining GSK accountability for critical and regulated decisions. ·       Coach and mentor Tech Delivery and Service staff through practical guidance, knowledge sharing and structured development support. Coach Product Owners and delivery leads on integrated planning, RAID (risks, assumptions, issues and dependencies) and operational readiness to strengthen delivery discipline at source. Build capability in financial and benefits governance, service transition and operational management. Own, maintain and continuously improve delivery and service standards, methods, controls and reusable practices across the portfolio, ensuring consistent adoption and measurable improvement. ·       Lead continuous improvement through simplification, standardisation and automation, and use approved AI tools in the role’s own day-to-day work, including AI-assisted reporting, incident analysis and documentation. Check outputs for accuracy, evidence, confidentiality and compliance, retaining human accountability for decisions and final deliverables. Basic Requirements: Education & Professional Qualifications: Bachelor’s or Master’s degree in Technology, Engineering, Computer Science, Information Systems, Business or a related discipline, or equivalent relevant experience. Area of Specialization ·       Program management of technology programs across complex business domains ·       Technology delivery and service management of complex products ·       Business and Digital products knowledge supporting External Manufacturing and digital pack