The Senior Manager, Resilient Operations, is a pivotal role within our Resilient Operations and Enterprise Programs department. The primary purpose of this position is to lead the implementation of process improvements that enhance the resilience and efficiency of our global supply chain operations, focusing on both Information Technology (IT) and Operational Technology (OT) environments. This role is essential in ensuring our IT service management practices are robust, secure, and aligned with the dynamic needs of our business environment.
 

Leveraging advanced technology, the Senior Manager will aim at simplifying monitoring of system performance from end-user devices and from server perspective, implementing pro-active measures to prevent issues to happen and accelerating incident resolution and root cause analysis. The role is also responsible for automating alarms and simplifying the monitoring of all critical applications to ensure seamless operations. Maintaining strict compliance and security standards, the Senior Manager will provide exceptional operational support to improve the end-user experience with critical applications.
 

By collaborating with product teams, their service managers and central ITSM teams, the Senior Manager will deliver a seamless, reliable, and high-performing IT service experience. This position is dedicated to driving initiatives that keep our business resilient and one step ahead, ensuring our operations are always prepared to meet industry demands. The successful candidate will possess strong leadership skills, a deep understanding of global supply chain dynamics, and a commitment to fostering a culture of continuous improvement and customer satisfaction.

Key Responsibilities:

IT Service Management:

• Develop and roll out a new IT service management governance for GSC D&T that aligns with ITIL best practices and GSK standards
• Develop and maintain key performance metrics to monitor system performance and operational support, ensuring they meet or exceed expectations.
• Ensure critical incidents are escalated promptly to senior management and relevant stakeholders, providing clear and concise updates on status and resolution efforts.
• Develop and distribute a monthly stakeholder report summarizing key achievements, upcoming initiatives, and any critical issues.

Continuous Improvement:

• Identify, plan, and implement process improvements to enhance the resilience and efficiency of global supply chain operations.
• Leverage advanced technologies such as generative AI to accelerate incident resolution and root cause analysis
• Leverage monitoring application such as Grafana and NexThink to simplify the monitoring dashboard for critical applications and to provide real-time insights and alerts
• Extend the usage of ServiceNow to OT (Operational Technology) assets to get a standardized approach to incident management, change management, impact assessment, and single asset inventory.
• Create a comprehensive process documentation and training program for staff to ensure consistent application of new procedures.

Crisis Management

• Define a comprehensive and strong response plan in collaboration with other Tech teams and GSC Business to address potential crisis

Basic Qualifications:

Leadership and stakeholder management

• Proven leadership capabilities to guide and motivate cross-functional teams.
• Excellent skills in building and maintaining relationships with internal and external stakeholders.
• Ability to effectively communicate complex technical information to non-technical stakeholders.
• Strong presentation skills and experience in preparing reports for executive leadership.

Technical Proficiency:

• Proficiency in ITIL practices and frameworks.
• Experience with ITSM tools, particularly ServiceNow.
• Good understanding of OT systems and their integration with IT systems.
• Ability to conduct root cause analysis and implement preventive measures.
• Experience in developing and tracking key performance indicators (KPIs).
• Proficiency in using data analysis tools (e.g PowerBI) and techniques.
• Skills in developing innovative solutions to operational challenges

Project Management:

• Proficiency in project management methodologies and tools.
• Ability to analyse complex information, identify patterns, and propose effective to drive decision-making.

​Benefits:

·       Career at one of the leading global healthcare companies

·       Company Car or Car Allowance

·       Long-Term incentives 

·       Contract of employment 

·       Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefits

·        Life insurance and pension plan

·       Private medical package with additional preventive healthcare services for employees and their eligible

·       Sports cards (Multisport)

·       Possibilities of development within the role and company’s structure

·       Personalized learning approach

·       Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities)

·       Supportive community and integration events

·       Modern office with creative rooms, fresh fruits everyday

·       Free car and bike parking, locker rooms and showers       

#LI-GSK

G6

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.

GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting For the Record site.