Job Summary

The Principal Architect, Cross Functional Services Engineering (CFSE) role is a strategic leadership position within the CH CTO organization, responsible for designing, governing, and evolving enterprise service management capabilities across Haleon. Working closely with fellow Principal Technology Architects, Product Owners, business stakeholders, and technology teams, this role drives the vision, architecture, delivery, and continuous improvement of critical enterprise platforms, with a strong focus on the ServiceNow ecosystem.

The role combines enterprise architecture, product ownership, program management, stakeholder engagement, and service excellence. The successful candidate will ensure that enterprise service platforms deliver business value, enable automation, improve user experience, and support proactive service operations across the organization.

Responsibilities

Product Strategy, Architecture & Ownership

- Serve as Product Owner for one or more enterprise platforms and services, including:
- IT Service Management (ITSM)
- IT Operations Management (ITOM), including CMDB and Event Management
- Employee Self-Service
- IT Business Management (ITBM)
- Integrations & Web Services
- Legal Service Delivery
- Integrated Risk & Legal (IRL)
- Custom Applications
- Customer Service Management (Legal, Finance, Procurement)
- HR Service Delivery
- Test Management tools such as AQM and TOSCA
- Monitoring Tools and Command Centre Single Pane of Glass

- Design scalable, enterprise-wide solutions that address business and technology requirements.
- Develop and maintain high-level solution designs, platform roadmaps, and future-state architecture.
- Ensure alignment with enterprise architecture standards and the broader Haleon technology ecosystem.

Service Delivery & Operations

- Oversee end-to-end delivery, support, and operational performance of assigned products and platforms.
- Partner with Service Operations Managers to ensure effective day-to-day service management and operational excellence.
- Drive platform stability, reliability,



and continuous improvement initiatives.
- Ensure alignment across multiple products and platforms through close collaboration with peer Product Owners.

Stakeholder & Business Partnership Management

- Build trusted partnerships with business leaders and key stakeholders across Haleon.
- Understand business priorities, challenges, and strategic objectives to identify innovative technology solutions.
- Act as a strategic advisor during business planning and technology transformation initiatives.
- Ensure delivery commitments are met regarding scope, quality, timelines, and business outcomes.

Agile Delivery & DevOps Leadership

- Lead and direct Product DevOps Squads to deliver current capabilities and applications using Agile methodologies.
- Support and mentor Managed Service Providers (MSPs) in Sprint-based delivery and release management practices.
- Leverage ServiceNow Release Management and Project Portfolio Management capabilities to improve delivery outcomes.
- Drive adoption of best practices, automation, and continuous process improvement.

Program & Portfolio Management

- Apply robust programme management principles across assigned product portfolios.
- Manage complex transformation initiatives and workstreams from planning through execution.
- Deliver programmes through strategic partnerships with third-party vendors and managed service providers.
- Govern project execution using ServiceNow Project & Portfolio Management tools.

Enterprise Architecture & Integration

- Collaborate closely with the CH CTO Enterprise Architecture team.
- Define and implement enterprise-wide tooling strategies and architecture frameworks.




- Design large-scale integrations across platforms, applications, and services.
- Build common tools architectures that enable standardization, automation, and proactive operations.

Governance & Reporting

- Provide management, operational, and technical reporting to leadership teams.
- Monitor platform performance, service metrics, operational health, and programme delivery outcomes.
- Support governance activities and ensure compliance with enterprise standards and policies.

Basic Qualifications

- Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 15+ years of experience in Enterprise Service Management, ServiceNow, Enterprise Architecture, IT Operations, or related technology domains.
- Proven experience managing and governing enterprise-scale Service Management platforms in large global organizations.
- Strong experience in delivering complex technology programmes, platform transformations, and large-scale implementations.
- Expertise in stakeholder management, business partnering, and influencing senior leadership.
- Experience leading cross-functional teams, Agile delivery squads, and Managed Service Providers (MSPs).
- Strong understanding of IT Service Management (ITSM) processes, including Incident, Change, Problem, and Service Request Management.
- Experience developing high-level solution designs, technology roadmaps, and enterprise-wide architectures.
- Demonstrated experience in large-scale platform integration and solution delivery.
- Excellent communication, leadership, analytical, and problem-solving skills.

Preferred Qualifications

- Deep technical expertise in the ServiceNow platform, including architecture, implementation, and governance.
- Experience with ServiceNow modules such as:

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Principal, Technology Architect (CFSE) (Bengaluru)
🏢 Haleon
📍 Bengaluru