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Job description
Site Name: UK - London - Brentford
Posted Date: Sep 29 2023

Head of Enterprise Command Centre & Service Desk

Location: UK, London OR Stevenage

In this leadership role, you will be responsible for overseeing the strategic direction, operational management, and continuous improvement of our global service desk and major incident response capabilities. You will lead a team of service desk professionals and major incident leads, ensuring the delivery of exceptional technical support services and effective management of critical incidents across our global operations.

As an operational leader you will also be accountable for driving a culture of high-performance and customer experience. You will be data driven and develop a comprehensive set of KPIs and SLAs to drive performance and quality, working cross-functionality with other business and tech teams.

Key Responsibilities include, but are not limited to: 

  • Develop and execute a strategic vision for the global service desk and major incident command centre, aligning it with the overall IT and business objectives.
  • Define the enterprise-wide strategy and approach for implementing IT Service Management (ITSM) and imbedding ITIL processes across our Global Service Desk function inclusive of standards and controls, working with key stakeholders across the Technology organization.
  • Develop and execute an ambitious plan to drive an automation-first culture, championing initiatives, tooling, and skills with measurable results in a highly autonomous systems environment.
  • Develop and lead a world-class Global Service Delivery capability in a digital-first business; including modern multi-modality tooling and adoption of advanced telemetry for a data-driven view of customer experience.
  • Provide strong leadership, guidance, and mentorship to the service desk and incident command teams, fostering a culture of continuous improvement, innovation, and customer-centric service delivery.
  • Oversee the day-to-day operations of the global service desk and major incident command centre, ensuring efficient operations and effectively meeting or exceeding agreed-upon service level agreements (SLAs) and customer satisfaction targets.
  • Establish and maintain operational processes, procedures, and documentation to support service desk and incident management activities.
  • Coordinate with other Digital & Tech teams and stakeholders to ensure timely and effective incident resolution and service restoration.
  • Lead the major incident response process, ensuring timely and appropriate escalation, communication, and resolution of high-impact incidents.
  • Collaborate with technical teams and stakeholders to identify incident root cause and implement preventative measures to minimize the occurrence and impact of future incidents.
  • Conduct post-incident reviews and produce comprehensive reports, highlighting lessons learned and recommending process or system improvements.
  • Build and manage a high-performing team of service desk professionals and incident commanders, providing guidance, coaching, and performance feedback.
  • Collaborate with internal and external stakeholders, including third-party vendors, to ensure the effective delivery of service desk and incident management services.
  • Build strong relationships with business leaders, IT teams, and key stakeholders to understand their needs, address concerns, and drive continuous service improvements.

Why you? 

Basic Qualifications:  

We are looking for professionals with these required skills to achieve our goals:

  • Bachelor's degree in computer science, information technology, or a related field (advanced degree preferred).
  • 10+ years Technology management experience with 6+ years leading Tech Operations, ITSM and ITIL related functions with experience in cross-functional / shared-services technology environments.
  • ITIL v4 Certification and strong knowledge of ITIL framework and best practices in actual operation.
  • Extensive experience in Service Desk and Command Centre tooling and technologies.
  • Experience managing mission critical technology services with accountability for performance and availability.
  • Excellent people leadership qualities in both a direct and matrix organization.
  • Strong 3rd party vendor management.
  • Excellent senior stakeholder management, cross-functional planning and execution.
  • Experience with DevOps best practices including continuous monitoring, test automation design and CI /CD ways-of-working.
  • Outstanding written and verbal communication skills with the ability to describe complex & abstract technical concepts up to board level; ability to communicate complex technical issues to non-technical stakeholders effectively.
  • Effective product sensibility, with capability to advocate and drive key product innovations or opportunities with the developer community.
  • Experience creating effective technology innovation capability teams.
  • Understanding of regulations that impact the consumer health industry (e.g., GxP, GDPR/Schrems, Sarbanes Oxley) and additional certifications such as SaFE, PMP, or similar are highly desirable.
  • Excellent communication and interpersonal skills,
  • Strong analytical and problem-solving abilities, with a strategic mindset.

Closing Date for Applications: 13th October 2023 (COB)

Please take a copy of the Job Description, as this will not be available post closure of the advert. When applying for this role, please use the 'cover letter' of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

Why GSK? 

Why Us?

GSK is a global biopharma company with a special purpose to unite science, technology and talent to get ahead of disease together so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] or 0808 234 4391.  Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it.  Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.


We're moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we're excited for our move to the vicinity of Earnshaw Street, London WC1A ("the New HQ") by end H1 2024.

Job Information

  • Job ID: 70960114
  • Workplace Type: On-Site
  • Location:
    Brentford, Other, United Kingdom
  • Company Name For Job: GSK
  • Position Title: Director, Enterprise Command Centre & Service Desk
  • Industry: Pharmaceutical
  • Job Function: Pharmacies
  • Job Type: Full-Time
Brentford , UK

GSK is a global biopharma leader with a purpose – to unite science, technology and talent to get ahead of disease together – positively impacting the health of billions of people and delivering stronger, more sustainable shareholder returns. Getting ahead means preventing and treating disease, we aim to impact the health of 2.5 billion people globally in the next 10 years. Our R&D focus is to deliver a new generation of vaccines and medicines using the science of the immune system, human genetics and advanced technologie...

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