Service Management:
- Lead one or multiple service lines
- Work with Material Service Providers (MSP) to ensure actions for SLA/KPI improvements are executed through regular governance
- Problem Process owner including driving MSP & cross CTO functions to manage Problem process KPIs
- During audits, work with internal & external auditors to drive actions
- Prepare MOR report & drive discussions in MOR
- Schedule & drive weekly service reviews with MSPs
- Evaluate manual tasks and prepare automation design
- Ensure documentation of all the ITSM processes and policies is in place
- Review the service line monthly billing and provide inputs to service portfolio director
Key Roles & Responsibilities : List up to 6 key roles and responsibilities of this role
1. Lead one or multiple service lines for operational run activity, conduct weekly service reviews with vendors, ensure actions for SLA/KPI improvements are executed, produce reports and provide inputs to service portfolio director
2.Responsible for owning problem processes, working with MSP and cross CTO functions to investigate and resolve incidents and to provide resolution / investigation KPI data
3.Responsible for owning engagement with internal and external audit teams for providing data and driving remediation actions
4.Responsible for preparing Monthly Operational Review reports & drive discussions in MOR, both the internal MOR for managing operational performance within Haleon, and the external MOR with suppliers to manage performance against the contractual bounds for services. MORs are critical aspect of internal operational performance governance for managing performance of services and driving for operational excellence.
5.Responsible for ensuring documentation of all the ITSM processes and policies is in place and current. Including liaising with GRC colleagues to update SOPs as required
6.Responsible for reviewing the service line monthly billing and provide inputs to service portfolio director to ensure accurate billing by MSPs against tickets (including types) raised and managing Haleon service consumption within contractual bounds
Business Expertise: Describe the requirement for knowledge and expertise to achieve business objectives. Explain the degree of understanding required for example of the industry, commercial environment and of competitors products and services.
Bachelor s / Master s degree in Computer Science or related field.
5+ years experience managing Managed Service Providers for multi-million pound contracts relevant to Haleons scale and complexity.
5+ years experience of managing service teams with a strong track record of change, financial and run responsibilities.
Business: Strong business, leadership and communication skills as well as sufficient experience to understand: what is possible given current technology, how trends will affect the business in the future
Excellent team management skills and the ability to lead cross-functional teams; capable of producing results within unstructured and dynamic environments, especially under the pressure of a live tech incident.
Problem Solving: Describe the nature and complexity of the problems this position encounters on a recurring basis. Include information regarding the level of innovation required, if any, and include mention of factors that may add to the complexity of resolving issues.
Day to day management of Service contracts for highly complex distributed global systems.
Capability to lead in solutioning where required for highly complex and unique problems, including deep technological expertise across numerous demains.
Nature & Area of Impact: To what degree does this role affect the business (i.e., through interactions with customers, making decisions, defining or setting strategy, etc.)What is the breadth of the impact that this job has, either positive or negative (i.e., affects own team, department, function, business unit, geography, entire business, etc.)
Partners with cross fucntional CTO teams within both the run and change organisations. Implements strategies set by other teams and leads. Wide network internally and works with GRC to ensure delivery of regulatory (SOx/GxP etc.) compliant solutions within Haleon technical control framework and ensuring strategy aligns to regulatory compliance
Interactions / Interpersonal Skills: Describe the nature and level of interactions this role has with others, both internally and externally. Explain any specific interpersonal skills necessary to successfully perform this role (i.e., negotiation skills, represents business at external events or to governmental bodies, etc.).
With the groups vision in mind, Principal service managers need to reach out to inspire others and motivate them to action. That can be through inspiring team members to be more like them or to adopt some of their leadership traits. They need to be able to interact and work with senior counterparts amongst our MSPs and hold them to account for providing an excellent service to Haleon
Cultivate a good working culture within the team by making the everyone feel supported and break down any silos that exist within the team.
