Senior Principal - Service Owner - DWE - P&C

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 for Productivity & Collaboration 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 the productivity and collaboration services GSK works in, covering the collaboration and productivity suite, meetings and telephony, content and file services, and the integrations between them. The role ensures GSK retains clear ownership of service outcomes across a largely outsourced and multisourced ecosystem. The role governs the service, it does not engineer the platform behind it. Platform design and engineering sit with the Digital Workplace Experience teams, commercial supplier management sits with Procurement and the Strategic Supplier Manager, and function-level performance reporting sits with the Technology Performance Manager. This role sets the standard, assures the evidence and challenges where delivery falls short. Key Responsibilities •        Define, maintain and govern the service delivery and operations standards for Productivity & Collaboration, covering incident, problem, change, request, knowledge, service introduction, operational readiness and service reporting. •        Ensure those standards align to the DPTF 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 internal teams and partners can adopt. •        Own the service standards for collaboration and productivity capability, including how vendor feature releases are assessed, communicated and adopted. •        Monitor service levels, operational performance, incident trends, problem backlog, change quality, service risk, customer experience and supplier adherence across Productivity & Collaboration. •        Work across platform operations, service management, reliability engineering, architecture, security and supplier organisations to identify service gaps and drive them to closure. •        Challenge poor quality, weak controls or inconsistent ways of working, without duplicating the commercial supplier management accountability held elsewhere. •        Govern the service impact of vendor release cycles, ensuring changes are assessed, configured and communicated before they reach users. •        Promote automation-first service operations, reducing manual toil and improving ticket handling, knowledge quality, self-service adoption and operational observability. •        Partner with the Automation Acceleration Hub to identify, prioritise and safely scale service operations automation and AI-enabled productivity improvements. •        Ensure AI-enabled operational tooling and automation are used responsibly, with appropriate security, compliance, human review, auditability and service impact assessment. •