Senior Service Desk & AI Modernisation Lead

GlaxoSmithKline; United States; Hybrid; USD 140,000 - 190,000; Full time

Job summary

GSK in the United States is seeking a senior Service Desk Assurance lead to own the governance and performance of the outsourced Tech Service Desk. You will drive SLAs, XLAs, and experience metrics, shaping modernization with AI and automation while ensuring security and compliance.

You will collaborate with partner teams and managed providers to deliver reliable, scaled service, improve colleague experience, and maintain audit readiness.

Responsibilities

• Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations, holding the provider to account for outcomes.
• Assure the quality and delivery discipline of the service, driving improvements where performance or experience falls short.
• Own the end-to-end colleague experience of the Service Desk, including L1/L2 escalations and ensuring resolution.
• Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement over time.
• Set, monitor and govern service standards and improvement plans across internal and provider teams.
• Ensure a robust voice of the customer feedback-to-improvement cycle and shape service change.

Skills

Audits & Compliance

Automation Technology

Business Continuity

Data Analysis

Disaster Recovery

Financial Operations

Incident Analysis

Log Analysis

Metrics Management

Network Performance

Performance Monitoring

Quality Assurance

Reliability Engineering

Security Controls

Security Incident Response

Service Audit

Job description

GSK in the United States is seeking a senior Service Desk Assurance lead to own the governance and performance of the outsourced Tech Service Desk. You will drive SLAs, XLAs, and experience metrics, shaping modernization with AI and automation while ensuring security and compliance.

You will collaborate with partner teams and managed providers to deliver reliable, scaled service, improve colleague experience, and maintain audit readiness.