Job purpose:

• Associate Director, Service Ops Lead - People Services and Reward is responsible for ensuring the secure, compliant, and reliable operation of select systems and platforms within the HR Digital & Tech domain. The role oversees day-to-day platform operations and ensures that processes are followed, risks are managed, and changes are delivered safely. It maintains the operational performance of multiple platforms (e.g. Workday), ensuring they meet agreed service levels and adhere to security and compliance expectations. The role also provides leadership across operational service teams and partner-delivered support services, ensuring effective service delivery, proactive issue management, continuous improvement, and strong coordination across business, technology, security, infrastructure, product, and vendor teams.
• This role operates under GSK's "Performance with Choice" hybrid working approach, typically expecting 2–3 days per week in the office, with the specific pattern agreed between the successful candidate and their manager based on role and team needs.





Responsibilities:

• Provide operational leadership across People Services and Reward platforms, ensuring system stability, availability, and adherence to service levels, acting as the primary internal escalation point for product and domain teams on service performance and major incidents.

• Govern incident, problem, change, configuration, and release processes for domain platforms, ensuring operational compliance with ITSM policies and control frameworks, and defining measurable outcomes for problem management (e.g., RCA closure time, recurrence prevention, defect trend reduction).

• Define and maintain service readiness and runbook quality standards (e.g. ServiceNow Knowledge), ensuring escalation paths, support tasks, data handling, continuity steps, and deployment impacts are captured and validated before go-live.

• Create and oversee service plans for new and enhanced products, coordi

📌 Associate Director, Service Ops Lead (Bengaluru)
🏢 GSK
📍 Bengaluru