Senior Principal - Service Owner - DWE - EUC

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 End User Computing and Mobile Device Management 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 device estate GSK works on, covering laptops and desktops, mobile devices, operating system currency and patching, and device build, enrolment and lifecycle. 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 End User Computing and Mobile Device Management, 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 the device estate, covering build, enrolment, refresh and retirement, so that the estate remains current and supportable. •        Monitor service levels, operational performance, incident trends, problem backlog, change quality, service risk, customer experience and supplier adherence across End User Computing and Mobile Device Management. •        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 operating system and endpoint compliance across the estate, holding platform teams and partners to patching, currency and remediation standards. •        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, audit