AI-Driven Service Desk Transformation Lead

GSK; Durham (NC); Hybrid; USD 120,000 - 180,000; Full time

Job summary

GSK is seeking a senior Service Desk Governance leader in the United States (hybrid) to assure outsourced desk performance and drive modernisation. You will set SLAs/XLAs, govern quality, and push AI-enabled self-service while protecting security and compliance. You will shape the customer experience with data-driven improvements.

The role requires extensive experience with outsourced models and delivering measurable benefits, including shift-left and robust governance across global teams.

Qualifications

• Bachelor's or Master's degree in a relevant field (e.g. Computer Science, IT or a business discipline), or equivalent experience.
• ITIL v4 certification is required.
• 10+ years in service management or service desk assurance within a large, complex, global organisation.
• Experience governing an outsourced service desk against SLAs, XLAs, and experience metrics while driving continuous improvement.

Responsibilities

• Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations, owning outcomes and ensuring end-to-end colleague experience.
• Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement over time.
• Ensure a robust voice of the customer feedback-to-improvement cycle and shape service changes.
• Define and govern service standards, quality expectations and governance artefacts, ensuring audit-readiness.

Skills

ITIL v4

SLA XLA governance

AI and automation

Vendor management

Voice of the Customer

Education

Bachelor's or Master's in CS/IT/Business

Tools

Service Desk tools

Job description

GSK is seeking a senior Service Desk Governance leader in the United States (hybrid) to assure outsourced desk performance and drive modernisation. You will set SLAs/XLAs, govern quality, and push AI-enabled self-service while protecting security and compliance. You will shape the customer experience with data-driven improvements.

The role requires extensive experience with outsourced models and delivering measurable benefits, including shift-left and robust governance across global teams.