Global Service Delivery & Performance Lead

Haleon; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

Haleon is seeking a senior leader to oversee global consumer service delivery and performance, balancing customer experience, cost, and risk. The role drives continuous improvement across outsourced vendors, digital services, and internal operations, while guiding cross-functional governance and enterprise value realization.

The candidate will lead a large, global team, manage budgets (~£4.5M annual spend reference), and align vendor strategies with Haleon’s Win as One strategy to deliver

Qualifications

• Ability to communicate complex technical information to stakeholders.
• Ability to lead initiatives independently in a fast-growing environment.
• Strong leadership and people management capabilities.

Responsibilities

• Oversee end-to-end consumer service experience (digital and agent-assisted) and map consumer journeys to drive improvements.
• Manage vendor relationships and governance across 100+ agents and multiple sites, including cost and performance oversight.
• Lead performance management and continuous improvement using data, dashboards, and financial insights to drive value.
• Foster cross-functional partnerships to align priorities and deliver enterprise-aligned solutions.

Skills

Communication

Leadership

Strategic thinking

Change management

Financial planning

Stakeholder engagement

Cross-functional collaboration

Job description

Haleon is seeking a senior leader to oversee global consumer service delivery and performance, balancing customer experience, cost, and risk. The role drives continuous improvement across outsourced vendors, digital services, and internal operations, while guiding cross-functional governance and enterprise value realization.

The candidate will lead a large, global team, manage budgets (~£4.5M annual spend reference), and align vendor strategies with Haleon’s Win as One strategy to deliver