Associate Director - Product Mgt - Resilient Operations

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 organization. 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 Resilient Operations is a pivotal and strategic role within our Global Supply Chain Digital & Tech (GSC D&T) site tech Resilient Operations team, tasked with driving key initiatives that enhance operational resilience, efficiency, and innovation across the global supply chain. This role focuses on the implementation and improvements of tools and services ex: Service now for Operational Technology (OT), ensuring we standardize and optimize critical service management processes for asset inventory, incident management, change management and risk and vulnerability management. This leader will play a vital role in bridging the gap between IT and OT systems, enabling seamless integration and consistent service management practices across diverse environments. This individual will serve as Service Manager for GSC D&T, ensuring the service management framework is robust, effective, and aligned with the ITIL best practices and GSK’s strategic and compliance standards. This includes establishing key performance metrics, monitoring system performance, and ensuring operational incidents are managed efficiently and escalated appropriately when required.  The role will require strong collaboration with cross-functional teams, including local and global Engineering teams, the ServiceNow Product Team, and other stakeholders, to drive operational improvements and deliver consistent, high-quality service experiences across GSK’s global supply chain. By leveraging advanced technologies such as gen AI and data-driven insights, this individual will also focus on accelerating incident resolution, identifying root causes, and implementing proactive measures to prevent future disruptions.    With a commitment to fostering a culture of continuous improvement, problem solving (like DMAIC) ( Define, Measure, Analyze, Improve, Control) innovation, and collaboration, this individual will identify and implement process enhancements that strengthen GSK’s resilience to industry challenges and evolving business needs. This role requires a deep understanding of ServiceNow, operational technology systems, crisis management and IT service management practices, alongside strong leadership skills to guide teams, manage stakeholders, and deliver measurable business outcomes.    Key Responsibilities: Crisis Management Process • Own the Crisis Management Process. • Define, introduce and dry-run the Crisis Management Process with respective stakeholders in GSC and in the matrix with Tech Infrastructure (DPTF) (Digital Platforms & Technology Foundations) and CISO (Chief Information Security Officer function) organization.   IT Service Management • Develop and roll out a new IT service-management governance for GSC D&T (Digital & Tech) that aligns with ITIL best practices and GSK standards. • Ensure compliance with regulatory and security s