Senior Principal - Service Desk Assurance

Overview

Senior Principal responsible for assurance and performance governance of GSK's outsourced Technology Service Desk, driving SLA/XLA management, colleague experience, and Service Desk modernisation through AI and automation.

What you'll do

• Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations, holding the provider accountable for outcomes.
• Assure the quality and delivery discipline of the service, driving improvements where performance or experience falls short.
• Own the end-to-end colleague experience of the Service Desk, including L1 to L2 escalations, retaining accountability for the outcome and ensuring L2 delivers what is required to resolve it, escalating to L2 service owners where appropriate.
• Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement over time.
• Set, monitor and govern service standards and improvement plans across internal and provider teams.
• Ensure a robust voice of the customer feedback-to-improvement cycle, using experience data (e.g. XLA/CSAT) to shape service change.
• Define and govern service standards, quality expectations and operational governance artefacts.
• Ensure audit-readiness of the Service Desk operation, maintaining the controls, evidence and documentation needed to demonstrate compliance to internal and external audit at all times.
• Ensure compliance of the products owned by and directly supporting the Service Desk (e.g. Smart IVR).
• Own and drive the Service Desk modernisation agenda with the outsourced provider, Automation Acceleration Hub and enabling product teams to increase the use of AI and automation across operations.
• Deliver measurable strides in shift left by expanding knowledge-enabled resolution, intelligent self-service, automation and effective deflection, while improving colleague experience and service efficiency.
• Translate modernisation opportunities into a prioritised roadmap with clear adoption, experience and performance outcomes, holding partners accountable for delivery and realised benefits.
• Ensure AI and automation are used responsibly, with appropriate security, compliance, human review and change control before operational use.

What you'll need

• Bachelor's or Master's degree in a relevant field (e.g. Computer Science, IT or a business discipline), or equivalent experience.
• ITIL Foundation required.
• Knowledge of Service Desk operations, service management and the ITIL framework.
• Strong capability in SLA/XLA design, performance assurance and experience-level management.
• Understanding of AI-enabled service desk automation, self-service and deflection, and how they improve experience and efficiency.
• Overall 15 years of experience and 10+ years in service management or service desk assurance within a large, complex, global organisation.
• Proven track record of governing an outsourced service desk to SLAs, XLAs and experience measures, and driving improvement.
• Experience designing and refreshing SLAs/XLAs to sustain continuous stretch and improvement.
• Experience running a structured voice-of-the-customer to improvement cycle.
• Proven experience driving Service Desk modernisation through AI, automation and shift-left initiatives, with demonstrable improvements in adoption, colleague experience and operational performance.
• Experience working with strategic partners and managed service providers while retaining in-house governance.
• Experience owning the end-to-end colleague experience of the Service Desk, including L1 to L2 escalations, retaining accountability for the outcome and ensuring L2 delivers what is required to resolve it.
• Ability to balance control, compliance, pace and agility while holding a provider to account.
• Strong SLA/XLA design, performance-management and governance capability.
• Strong documentation, standards and process-design capability.
• Analytical mindset with the ability to interpret service performance and experience data.
• Practical AI fluency, applying service desk automation within security, compliance and change guardrails.

Nice to have

• ITIL Intermediate / Managing Professional.
• Certification in enterprise ITSM tooling (e.g. ServiceNow) or service management.
• Experience in a regulated industry (pharmaceutical, life sciences, financial services or similar).

Details

• Location: Bengaluru, Luxor North Tower.