Senior Principal - Service Owner - DWE - EUC

Job Summary

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, auditability and service impact assessment.
• Hold the boundaries with the Digital Workplace Experience platform teams on platform design and engineering, the Strategic Supplier Manager on commercial supplier management, and the Technology Performance Manager on function-level performance reporting.

Professional Qualifications

• Bachelors degree in Computer Science, Information Technology, Engineering, Business Technology Management or a related discipline, or equivalent practical experience in enterprise technology service leadership.
• Relevant professional certifications or equivalent knowledge in ITIL, service management, platform operations or reliability engineering.

Area of Specialisation

• Service ownership and operational governance for End User Computing and Mobile Device Management within a multisourced delivery ecosystem.
• End user computing and mobile device management, including device lifecycle, operating system currency and endpoint compliance.

Related Experience Required

• Overall15 years and typically 6-8 years in technology service ownership, service delivery management, platform operations or operational assurance within a complex global organisation.
• Experience working in outsourced or multisourced environments, governing partner delivery against standards, controls and measurable outcomes.
• Experience defining or improving incident, problem, change, request, knowledge, service introduction and operational readiness practices.
• Experience using service performance data, SLA and KPI reporting, incident and problem trends and supplier performance information to direct improvement.
• Direct experience of End User Computing and Mobile Device Management technologies and the expectations of a large, business facing user population.
• Experience supporting automation, self-service or AI-enabled productivity in a governed enterprise environment.
• Experience challenging delivery quality without holding formal authority over the teams delivering it.

Skills/Background

• Ability to define clear service standards, governance artefacts, runbooks, service acceptance criteria and evidence expectations that others can adopt.
• Strong judgement in balancing control, compliance, resilience and pace in a regulated global technology environment.
• Strong documentation, policy-writing, process-design and knowledge management capability.
• Analytical mindset, able to interpret service performance data, SLA and KPI trends, incident and problem patterns and risk indicators.
• Practical AI fluency, including identifying appropriate automation use cases and applying human review within security and compliance guardrails.
• Ability to challenge suppliers and internal teams constructively without formal authority over them.

Skills

• Service Ownership
• Incident Management
• Configuration Management (CM)
• Identity Access Management (IAM)
• Mobile Technologies
• Network Troubleshooting
• Vulnerability Management
• Service Level Agreement (SLA)
• Supplier Assurance

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.