Service Owner for End User Computing and Mobile Device Management

Location: Bengaluru
Department: IT

GSK is seeking a Service Owner for End User Computing and Mobile Device Management. The role is a retained in-house service delivery and operations leadership position, responsible for defining, monitoring, and governing operational service standards, service management practices, and quality expectations for the device estate.

The Service Owner will ensure GSK retains clear ownership of service outcomes across a largely outsourced and multisourced ecosystem. The role involves setting standards, assuring evidence, and challenging delivery where it falls short.

Key responsibilities include:

• Defining and maintaining service delivery and operations standards for End User Computing and Mobile Device Management
• Ensuring standards align with the DPTF operating model, enterprise architecture, cyber security, data privacy, quality, and compliance expectations
• Creating practical governance artefacts, runbooks, service acceptance criteria, operational health measures, and evidence requirements
• Monitoring service levels, operational performance, incident trends, problem backlog, change quality, service risk, customer experience, and supplier adherence
• Working with platform operations, service management, reliability engineering, architecture, security, and supplier organisations to identify service gaps and drive them to closure

The ideal candidate will have:

• A bachelor's degree in Computer Science, Information Technology, Engineering, Business Technology Management, or a related discipline
• Relevant professional certifications or equivalent knowledge in ITIL, service management, platform operations, or reliability engineering
• 15 years of experience, with 6-8 years in technology service ownership, service delivery management, platform operations, or operational assurance within a complex global organisation
• Experience working in outsourced or multisourced environments, governing partner delivery against standards, controls, and measurable outcomes

Preferred skills include:

• Service ownership and operational governance for End User Computing and MDM
• Device estate lifecycle and compliance governance
• Endpoint and mobile technology depth
• Multisourced supplier assurance with ITIL 4 and ITSM tooling
• Service performance analytics and data-driven storytelling
• Automation and AI literacy