Senior Principal - Service Desk Assurance

GSK is a global biopharmaceutical company focused on medicines and vaccines. This role governs outsourced service desk performance and drives service improvement, modernisation and responsible automation.

• Govern the outsourced provider against service levels and quality expectations
• Refresh service measures and oversee improvement plans
• Use colleague feedback and experience data to shape service changes
• Maintain service standards, audit readiness and compliance controls
• Drive AI-enabled automation, self-service and shift-left initiatives

Education

Bachelor's degree

Degree

computer science, information technology, business

Experience

15+ years

Domain

biopharma

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