Senior Major Incident & AI Service Desk Lead

GSK plc; Philadelphia (Philadelphia County); Hybrid; USD 130,000 - 170,000; Full time

Job summary

GSK in the United States is seeking a Senior Service Desk Assurance professional to govern outsourced support. You will manage SLAs and XLAs, drive continuous improvements, and lead modernization with AI and automation to enhance colleague experience.

You will collaborate with global partners and internal teams, ensure audit readiness, and shape service standards. This role is based in the US, with hybrid work and on-site meetings as needed.

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.
• Experience designing and refreshing SLAs/XLAs to sustain continuous stretch and improvement.
• Experience running a structured voice-of-the-customer to improvement cycle.
• Experience driving Service Desk modernisation through AI, automation and shift-left initiatives, with demonstrable improvements in adoption, colleague experience and operational performance.
• Experience working with strategic partners and managed service providers while retaining in-house governance.
• Experience owning the end-to-end colleague experience of the Service Desk, not just the L1 interaction – including where issues are escalated from L1 to L2, retaining accountability for the outcome and ensuring L2 delivers what is required to resolve it.

Responsibilities

• Manage outsourced Tech Service Desk to SLAs, XLAs and quality expectations.
• Assure service quality and delivery, driving improvements when performance falls short.
• Own the end-to-end colleague experience from L1 to L2, ensuring resolution.

Skills

Audits & Compliance

Automation Tech

BCM

Data Analysis

Disaster Recovery

Financial Ops

Incident Analysis

Log Analysis

Metrics Management

NPM

Performance Monitoring

Quality Assurance

Reliability Eng

Security Controls

Security Incident

Service Audit

Job description

GSK in the United States is seeking a Senior Service Desk Assurance professional to govern outsourced support. You will manage SLAs and XLAs, drive continuous improvements, and lead modernization with AI and automation to enhance colleague experience.

You will collaborate with global partners and internal teams, ensure audit readiness, and shape service standards. This role is based in the US, with hybrid work and on-site meetings as needed.