Senior Service Desk Governance & AI Lead

GSK; Durham (CA); Hybrid; USD 130,000 - 170,000; Full time

Job summary

GSK is recruiting for a Senior Service Desk Assurance role based in the United States, operating in a hybrid model. You will govern an outsourced Tech Service Desk to meet SLAs and XLAs, drive continuous improvement, and lead modernisation efforts with AI and self-service initiatives.

You will own end-to-end colleague experience, enforce standards, ensure audit-readiness, and collaborate with partners to push service excellence while balancing security and compliance across a global, regulated

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 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, not just the L1 interaction – where issues are escalated from L1 to L2, retain accountability for the outcome and ensure L2 delivers what is required to resolve it, escalating to L2 service owners where appropriate.
• 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, using experience data (eg XLA/CSAT) to shape service change
• Define and govern service standards, quality expectations and operational governance artefacts.
• Ensure audit-readiness of the Service Desk operation, maintaining the controls, evidence and documentation needed to demonstrate compliance to internal and external audit at all times.
• Ensure compliance of the products owned by and directly supporting the Service Desk (e.g. Smart IVR).
• Own and drive the Service Desk modernisation agenda, working with the outsourced provider, Automation Acceleration Hub and enabling product teams to increase the use of AI and automation across operations.
• Deliver measurable strides in shift left by expanding knowledge-enabled resolution, intelligent self-service, automation and effective deflection, while improving colleague experience and service efficiency.
• Translate modernisation opportunities into a prioritised roadmap with clear adoption, experience and performance outcomes, holding partners to account for delivery and realised benefits.
• Ensure AI and automation are used responsibly, with appropriate security, compliance, human review and change control before operational use.

Skills

Audits

Compliance

Automation

BCM

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

Education

Bachelor’s or Master’s degree in a relevant field

ITIL v4 certification

Tools

Smart IVR

Job description

GSK is recruiting for a Senior Service Desk Assurance role based in the United States, operating in a hybrid model. You will govern an outsourced Tech Service Desk to meet SLAs and XLAs, drive continuous improvement, and lead modernisation efforts with AI and self-service initiatives.

You will own end-to-end colleague experience, enforce standards, ensure audit-readiness, and collaborate with partners to push service excellence while balancing security and compliance across a global, regulated