Senior Service Desk & AI Modernisation Lead

GSK; North Carolina; On-site; USD 120,000 - 180,000; Full time

Job summary

GSK’s Technology Service Desk function serves as the front door to Digital & Tech for colleagues worldwide. This senior role owns assurance and governance of the outsourced Tech Service Desk, managing the provider to SLAs, XLAs and quality expectations while driving continuous improvement and modernization, including AI and shift-left initiatives.

The role sets and refreshes SLAs/XLAs, ensures a robust voice-of-the-customer feedback loop, and maintains audit readiness across the service desk and

Qualifications

• Bachelor's or Master's degree in CS/IT/business (or equivalent).
• ITIL v4 certification required.
• 10+ years in service management in a large global organisation.
• Experience governing an outsourced service desk against SLAs, XLAs and metrics.
• Experience driving AI/automation-driven service desk improvements.

Responsibilities

• Service Desk Performance Assurance: manage outsourced provider to SLAs, XLAs and quality expectations; ensure end-to-end colleague experience and escalation handling.
• SLA / XLA Refresh & Continuous Improvement: refresh SLAs, XLAs and measures for continuous stretch and improvement across teams.
• Voice of the Customer & Experience: ensure a robust feedback-to-improvement cycle using CSAT/experience data.
• Standards, Quality & Governance: define standards and governance artefacts; ensure audit-readiness and evidence documentation.
• Service Desk Modernisation, AI & Automation: drive modernization roadmap with AI/automation and shift-left initiatives; ensure security and change control.

Skills

ITIL v4

Service management

Outsourced service desk

SLA & XLA governance

AI & automation

Education

Bachelor's or Master's degree in CS/IT/business

ITIL v4 certification

Job description

GSK’s Technology Service Desk function serves as the front door to Digital & Tech for colleagues worldwide. This senior role owns assurance and governance of the outsourced Tech Service Desk, managing the provider to SLAs, XLAs and quality expectations while driving continuous improvement and modernization, including AI and shift-left initiatives.

The role sets and refreshes SLAs/XLAs, ensures a robust voice-of-the-customer feedback loop, and maintains audit readiness across the service desk and