Senior Principal ERP Service Management-Global ERP Operations

As a Senior Principal ERP Service Management-Global ERP Operations you will be responsible for providing leadership and technical guidance over the support of the ERP platform, infrastructure, and solution products across multiple domains/ solution areas in ERP, contributing to the future success of the business through innovations in technology.

Scope of Role-

Provides technical support to the organization’s workforce and Business Partners in order to provide secure access to GSK's applications, Network and Data. Answers questions regarding system procedures, online transactions, systems status and downtime procedures. Maintains appropriate logs and ensures timely resolution and/or escalation of problems. Ensures Audit readiness and Service Continuity and governance whilst maintaining Service Relationship with Internal and External Stakeholders.

Key responsibilities-

• Accountable for providing best in class 24*7 production support meeting SLA requirements
• Manage the service to SLA ensuring Voice of Customer is positive (< 3% unsatisfied users). Ensure all negative VoC is followed up
• Implement continuous service improvements
• Hold programme teams accountable for delivering supportable solutions that shall not put production availability at risk. Provide feedback to programme teams on the quality of delivery, influencing programme delivery designs and plans.
• Accountable for providing services to projects and users
• Manage key Senior stakeholders (Business and IT)
• Provide a service to project teams to manage service transition with particular focus on stabilizing operations after go lives.
• Provide ongoing service improvements to improve service operations
• Planning downtime of the service and negotiating this with service providers and the business. Managing associated communications for this.
• Accountable for managing relationships with service providers
• Drive performance of services delivered by service providers to meet SLA requirements. Partner up with service provider service management resources to develop their capabilities ensuring they can manage stakeholders
• Embrace and implement ITIL compliant process. Review best in class industry processes with view to implementing applicable ones within GSK environments

Basic qualifications-

• 16+ years having worked as a Service Manager in SAP/ERP environment
• Strong problem-solving skills required, often in high-pressure situations
• Proven experience of working in global 24*7 Operations
• Experienced in influencing large teams of resources providing services in a matrix environment
• Experience of managing transitions from Projects into support
• Operating a disciplined and logic work style in a high intensity support organization with constantly changing and competing high priorities
• Provide excellent reporting to all levels within organization and excellent stakeholder management experience (up to and including SVP)
• Strong understanding and experience of ITIL-based service management practices.
• Pharmaceutical or other regulated industry experiences.
• Working knowledge of Agile and ITSM framework.

 Minimum Level of Education Required

• Graduate in related discipline or equivalent experience.
• ITIL Certified to Foundation level

 Preferred Level

• SAP experience / certified
• ITIL certified to expert level
• Six Sigma Certification or Agile would be added advantage

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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