This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:
Establish and maintain governance and reporting for multiple cross tower activities including:
o Performance and Delivery reporting to GFS LT of the services GFS provides
o Drive Continuous improvement (CI) initiatives actively contribute to create an improvement mindset for GFS
o Service Alerts, including engaging on Technology performance
o Document Management for GFS which covers SOPs, Crisis Management Plans, BCPs and most importantly 3rd Party contracts
o Business Continuity Management
o Supplier performance
Engage collaboratively with the GPOs to identify opportunities to further simplify & standardise cross tower activities and user support.
Develop effective reporting and dashboarding of GFS Performance to drive actions and provide visibility to teams and users of GFS services.
Work with Operations to manage escalations that relate to the performance of 3rd party contracts
Develop a strong process to oversee all 3rd party contracts which support the services being delivered by GFS, working with the towers to monitor performance and ensure appropriate action plans are in place to resolve performance issues.
Maintain a rigorous Service Alert process. Work with GPOs to ensure that all Service Alerts consider the User Experience and have a timely RCA and that actions are monitored and closed out in a timely manner.
Work with Tech Service Management to provide early visibility of Tech Service Alerts to our operational and GPO teams.
Through the Access Provisioning team, ensure all SAP users are provided with the necessary access and related support in a timely manner.
Identify and work with the Employee experience team to drive an improvement in the Service Management mindset across the GFS tower teams.
Act as primary point of contact during crisis management and govern the Business Continuity Plans for seamless delivery.
Undertake adhoc projects as required which support the development and maturing of the Service Management capability in GFS
Basic Qualifications: We are looking for professionals with these required skills to achieve our goals:
Minimum 14 years of work experience in Service Management and working with 3rd party providers or Finance Service Delivery with good understanding of finance processes and interlinkages between them.
Experience in dealing with 3rd party service providers to manage the performance / relationship are preferred.
Professional qualification in a related field of business (or equivalent).
Strong critical thinking skills required, often in high-pressure situations.
Strong leadership skills with People management experience.
Experienced in influencing large teams.
Provide excellent reporting to all levels in the organisation and excellent stakeholder management experience (up to and including SVP).Must be a collaborator and able to work with multiple teams, cross function in a matrix organisation structure.
Preferred Qualifications: If you have the following characteristics, it would be a plus:
Project Management/ Certified Green Belt
Major in Accounting / Finance/ Business Administration /Information Sciences
Pro active and open to challenges
Stewardship
Strong empathy skills and situational awareness; understands the impact of change on people
Good reputation for being credible and trustworthy with the ability to persuade others
Why GSK Our values and expectations are at the heart of everything we do and form an important part of our culture. These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities:
- Agile and distributed decision-making - using evidence and applying judgement to balance pace, rigour and risk
- Managing individual and team performance.
- Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
- Implementing change initiatives and leading change.
- Sustaining energy and well-being, building resilience in teams.
- Continuously looking for opportunities to learn, build skills and share learning both internally and externally.
- Developing people and building a talent pipeline.
- Translating strategy into action - a compelling narrative, motivating others, setting objectives and delegation.
- Building strong relationships and collaboration, managing trusted stakeholder relationships internally and externally.
- Budgeting and forecasting, commercial and financial acumen.
Why GSK
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