Associate Director - Product Mgt - Resilient Operations

Overview

Associate Director, Product Management for Resilient Operations within GSC Digital & Tech, leading service management and resilience initiatives across the global supply chain, with a focus on ServiceNow for Operational Technology.

What you'll do

• Own the Crisis Management Process, defining it and dry-running it with stakeholders in GSC and in the matrix with DPTF and the CISO organization.
• Develop and roll out a new IT service-management governance for GSC D&T that aligns with ITIL best practices and GSK standards.
• Ensure compliance with regulatory and security standards during ServiceNow implementation and operations.
• Collaborate with local and global Engineering teams and the ServiceNow Product Team to ensure integration of IT and OT asset resilience.
• Act as the key point of contact for service-management practices, coordinating across product teams and central ITSM teams.
• Develop and maintain key performance metrics to monitor system performance and operational support.
• Define outcomes for the OT service-management product, validating value on a pilot before wider roll-out.
• Escalate critical incidents promptly to senior management and relevant stakeholders, providing clear status and resolution updates.
• Develop and distribute a monthly stakeholder report summarizing achievements, upcoming initiatives and critical issues.
• Integrate processes, tools and AI around observability in all resilience work for infrastructure, products and services for GSC.
• Collaborate with the Observability Owner (DPTF), Application Owner and Technology Teams to introduce observability processes where not yet implemented.
• Co-create the vision and roadmap for resilient operations and products with the business, and own value cases including expected benefits and how they are measured.
• Identify, plan and implement process improvements to enhance resilience and efficiency of global supply-chain operations.
• Leverage advanced technologies such as gen AI to accelerate incident resolution and root-cause analysis.
• Lead the Resilience team in using approved AI tools responsibly, following GSK Responsible AI, privacy and security requirements.
• Scan emerging service-management and OT-security capabilities, bring a ranked opportunity list into planning, and work with architects on design trade-offs.
• Create comprehensive process documentation and a training program for staff.

What you'll need

• Bachelor's degree in computer science, Software Engineering, Engineering, Information Technology, Manufacturing Systems, or related technical discipline.
• Minimum 8+ years of professional experience.
• At least 3 years in a similar service management role.
• Experience implementing and managing ServiceNow capabilities.
• Experience working with ServiceNow in OT environments.

Nice to have

• Master's degree.
• Advanced degree (MS/MBA) in a related field.
• Orange Belt certified in Lean / Six Sigma principles.
• ITIL Foundation certificate.

Details

• Location: Bengaluru, Luxor North Tower.