Senior Principal Global Service Desk @ GlaxoSmithKline

Responsibilities:

Global Service Desk is a critical function within the Core Tech and Enterprise Service Management Operations organization, supporting and enabling all GSK colleagues. Providing foundational help services, knowledge management, chat services, and virtual agent assistance to enable employees to perform their jobs; delivering productivity realization, track and minimize disruption, and identify automation opportunity.

The purpose of this role is to lead the following activities for all markets and regions across GSK global footprint. This covers all users and business units requiring Help services across the globe.

This role provides leadership across four core areas of activity. Within these activities, the role is responsible for ensuring effective leadership, clear strategies, operational excellence and reliable delivery on commitments is achieved. This must all be done in adherence to budget, risk compliance policies and the wider business agenda. Overall, the activities below are supported by a function approximately 10 GSK FTEs and 300 3rd party FTEs that ultimately report in to this role.

• Service Desk - Accountable for operating the GSK Tech service desk covering the regions. This entails driving continuous improvement and leadership accountability for their service within GSK. Ensuring new technologies, processes and knowledge improvements are all exploited to the benefit of the company. Provide first line support for all GSK employees for Tech related incidents and requests via phone, chat, and workplace. Primary function is to restore normal service for level 1 technical issues in accordance with SLA s and KPI s.
• Chat Services - Monitor and respond to Level 1 global technical issues across all regions and markets.
• Knowledge Management - Help with Knowledge Management content with the goal to reduce incidents by providing help and self service (or phone) related help to GSK end users. Focus on reducing time taken to resolve incidents. Test and maximize the value of the knowledge provided by aligning the supply of relevant knowledge to customer need. Partner with product service owners on continuous feedback loop.
• Oversight Management of MSP - governance of services and service performance of sourced segment. Operating model to include SLA OLA performance, service continuity, and continual service improvement. Use of identified KPI s and associated reporting. Responsible for communicating and driving strategy adherence and introduction of new operating procedures and standards. Includes Risk Compliance management.
• Strategy, standards, and procedure ownership across Service Desk services. Responsible for deploying strategic standards and policing adoption and adherence of associated standards and procedures.
• Identification of automation opportunity, driving proactive and preventive services.

We are looking for a professional and if you have these skills, we would like to speak to you.

• 20+ Years of Experience.
• 7 Years+ experience working at a regional/global level managing Tech Service Desks, up to 140k end users.
• Understanding of core technologies used within industry Service Management
• Experience managing 3rd vendors providing heavily outsourced services
• Experience with relevant geographic regions highly beneficial - APAC region specifically
• Multi-cultural leadership experience
• Ability to influence/manage stakeholders at an SVP/GM level
• Understanding of the Life Sciences, Pharma Consumer business