We are seeking an experienced and dynamic Associate Director to lead our Enterprise Transformation and Service Excellence initiatives. This role will be pivotal in driving the digital strategy, enhancing service delivery, and ensuring exceptional user (employees, suppliers and customers) experiences. The ideal candidate will have a strong background in digital transformation, a passion for innovation, and a commitment to operational excellence.

As part of a modern, Enterprise Transformation Office (ETO) function delivering world-class service, you’ll have the opportunity to develop your skills to progress in your career while working in a diverse and culturally rich environment with some of the best and brightest in the in the field.

Key Responsibilities:

The role would have two primary responsibilities:

Enterprise Transformation:

• Design, lead, and execute enterprise-wide, cross-functional global enterprise transformation programs to significantly improve user experience, efficiency, and effectiveness.
• Collaborate with leaders across global functions (Tech, HR, Finance, Procurement, etc.) to identify and prioritize digital transformation programs using a data-driven approach.
• Make Go/No Go recommendations to the executive leadership team to facilitate decision-making.
• Apply Human-Centered Design principles to enhance enterprise-wide user experience and streamline systems and processes.
• Serve as the single point of contact for executive sponsors, managing senior business leadership engagement and liaising with a broad range of stakeholders.
• Engage with the wider GSK program/project management community to drive best practices and share learnings.
• Manage program activities, including scope, financials (business case, budget), resourcing (FTE, roles and responsibilities, utilization), timelines, tollgates, and risks.
• Lead a globally distributed program team of up to 20 members from different global functions and manage a program budget of up to $5M.
• As a people leader, manage a team of transformation professionals to nurture and develop future leaders.

Service Excellence:

• Develop and create an enterprise service excellence strategy by analyzing business needs, identifying service gaps, and improving service delivery across functions.
• Design and maintain a comprehensive service catalog outlining available services, their descriptions, SLAs, and request procedures for all departments.
• Collaborate with business stakeholders from various departments to understand their needs, gather requirements, and incorporate them into the ESM design.
• Lead enterprise-wide service excellence programs using a data-centric approach to deliver measurable improvements in services for GSK employees, suppliers, and customers.

Why You?

• MBA from Tier-1 B-Schools is strongly preferred.
• 15-18 years of experience leading global digital transformation programs, preferably in global strategy/operations consulting firms or internal consulting teams of large MNCs.
• Strong understanding of digital technologies, tools, and platforms.
• Strong business acumen with the ability to understand business needs and translate them into effective solutions.
• Excellent communication and collaboration skills for working effectively with various functions within the organization.
• Strong change management expertise with the ability to manage change effectively and minimize disruption during implementation.
• Deep service management expertise, including understanding of the ITIL framework and best practices for service management.
• Strong understanding of ESM software platforms, with experience in ServiceNow preferred.
• Strong leadership, communication, and interpersonal skills with the ability to influence and engage stakeholders at all levels.
• Demonstrated experience in team building, mentoring, and talent development.
• Proven problem-solving and negotiation capabilities with a process-focused perspective.

At GSK we value diversity (Gender, LGBTQ +, PwD etc.) and treat all candidates equally. We aim to create an inclusive workplace where all employees feel engaged, supportive of one another, and know their work makes an important contribution.

#LI-GSK

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

  
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