Sr Principal - Service Desk Assurance

The Technology Service Desk is the front door to Digital Tech for GSK colleagues worldwide and is delivered through an outsourced provider. This senior role owns the assurance and performance governance of the outsourced Tech Service Desk, managing the provider to agreed SLAs, XLAs and quality expectations and driving continuous improvement. A key part of the role is to drive the Service Desk modernisation agenda, increasing the use of AI and automation to accelerate shift left, expand effective self-service and deliver material improvements in colleague experience. It sets and refreshes SLAs and XLAs to ensure continuous stretch and improvement, and ensures a robust voice of the customer feedback-to-improvement cycle. Operating within GSKs largely outsourced, multi-sourced ecosystem, the role sets, monitors and governs standards and delivery discipline for the service outcome.