Senior Service Desk Governance & AI Enablement Lead

GlaxoSmithKline; Durham (NC); Hybrid; USD 110,000 - 160,000; Full time

Job summary

GSK is seeking a senior Service Desk Governance professional for a hybrid role based in the United States. You will own assurance and performance governance for the outsourced Tech Service Desk, drive modernization, and lead improvements in AI-driven self-service and shift-left strategies.

With 10+ years in service management in a global organisation, you will set and monitor SLAs/XLAs, ensure voice-of-the-customer feedback loops, and maintain audit-ready governance for critical supported

Qualifications

• Bachelor’s or Master’s degree in a relevant field.
• ITIL v4 certification is required.
• 10+ years in service management or service desk assurance within a large, 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.

Responsibilities

• Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations.
• 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 to L2 escalation outcomes.
• Drive the refresh of SLAs, XLAs and measures to ensure continuous stretch and improvement.
• Set, monitor and govern service standards and improvement plans across internal and provider teams.
• Ensure audit-readiness of the Service Desk operation with required controls and documentation.
• Own the modernization agenda, working with the provider and enabling teams to increase AI and automation.
• Translate modernization opportunities into a prioritised roadmap with adoption and performance outcomes.

Skills

Audits

Automation Technology

BCM

Data Analysis

Disaster Recovery

Incident Analysis

Log Analysis

Metrics Management

Network Performance

Performance Monitoring

Quality Assurance

Reliability Engineering

Security Controls

Security Incident Response

Service Audit

Education

Bachelor’s or Master’s degree in Computer Science, IT, Engineering or related field

ITIL v4 certification

Job description

GSK is seeking a senior Service Desk Governance professional for a hybrid role based in the United States. You will own assurance and performance governance for the outsourced Tech Service Desk, drive modernization, and lead improvements in AI-driven self-service and shift-left strategies.

With 10+ years in service management in a global organisation, you will set and monitor SLAs/XLAs, ensure voice-of-the-customer feedback loops, and maintain audit-ready governance for critical supported