Senior Principal ERP Service Management

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 (

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