• Define and deliver the strategy for AI-enabled operations, supporting the transition from reactive service management to predictive and preventative operations.
• Improve enterprise observability by integrating monitoring, telemetry, events and service health data across the technology landscape.
• Establish greater end-to-end visibility of service health, performance and user impact.
• Drive intelligent event correlation, anomaly detection, root cause identification and automated remediation.
• Reduce operational noise and manual intervention through event intelligence, automation and self-healing capabilities.
• Enable early identification of service degradation before it materially impacts users or business operations.
• Use operational intelligence to improve availability, resilience, service performance and decision-making.

Enterprise Process Excellence & User Journey Transformation

• Establish a process excellence capability with Lean methodologies, value-stream analysis and data-driven continual improvement.
• Lead the redesign of complex end-to-end processes, designing service experiences around end-to-end user journeys.
• Identify and remove waste, duplication, bottlenecks, unnecessary hand-offs and manual activity.
• Establish measurable process performance indicators covering efficiency, experience, quality and business outcomes.
• Drive standardisation where appropriate while ensuring processes remain responsive to genuine business requirements.

Service Transformation, Automation & AI Enablement

• Define and deliver the enterprise service transformation roadmap.
• Identify and prioritise opportunities for automation, workflow optimisation and AI adoption across enterprise services.
• Increase self-service, automated fulfilment and intelligent workflow capability.
• Drive the adoption of AI-assisted and agentic capabilities where they provide measurable service, productivity or user-experience benefits.
• Enable predictive and proactive service management through high-quality data and intelligent automation.
• Reduce manual activity and improve productivity while maintaining appropriate governance, control and human oversight.
• Ensure transformation initiatives deliver measurable improvements in service effectiveness, efficiency, resilience and cost.

Service Performance, KPI & Experience Management

• Own the enterprise service performance management framework, establishing a consistent approach to measuring technology and enterprise service performance.
• Define a clear hierarchy of business outcomes, KPIs, SLAs, Operational Level Agreements (OLAs) and Experience Level Agreements (XLAs) to provide an integrated view of service performance.
• Establish clear definitions, data sources, ownership, baselines, targets and reporting standards for service performance measures.
• Establish enterprise standards for service scorecards and dashboards, creating consistent and trusted visibility from operational teams through to executive leadership.
• Establish appropriate measures for service resilience, availability, performance, data quality, automation, process efficiency, supplier performance, cost and productivity.
• Establish measures demonstrating progression from reactive to proactive and increasingly autonomous operations.
• Define supplier performance measures that align contractual commitments with end-to-end service and user outcomes.
• Establish appropriate benchmarking and trend analysis to identify performance deterioration, systemic issues and improvement opportunities.
• Provide clear executive-level insight into service health, user experience, operational performance, risk and value.
• Continually review the performance framework to ensure measures remain relevant and drive the right organisational and supplier behaviours.

Supplier, Commercial & Cost Management

• Own the commercial and supplier management framework for services and capabilities within the function.
• Establish effective supplier governance, performance management and executive review mechanisms.
• Hold suppliers accountable for service quality, resilience, user experience, innovation, automation, continual improvement and commercial value.
• Establish transparency of service costs, consumption and cost drivers to support effective financial decision-making.
• Drive cost optimisation across ServiceNow, tooling, licensing, managed services and supporting technology capabilities.
• Identify opportunities to reduce duplication, eliminate unused capability, optimise licensing and improve commercial value.
• Partner with Procurement, Finance and Commercial teams on sourcing strategies, contract negotiations, renewals and investment decisions.
• Ensure commercial models incentivise automation, productivity, innovation and service improvement.

Continual Service Improvement

• Establish and embed a structured continual service improvement capability across technology services.
• Use service data, operational insights, user feedback, Lean methods and performance trends to identify improvement opportunities.
• Maintain a prioritised improvement pipeline aligned to business value, user impact, operational risk and cost.
• Ensure lessons learned from incidents, problems, changes and service performance are converted into sustainable improvements.
• Drive measurable improvements in resilience, productivity, service quality, user experience and operational efficiency.

Leadership Responsibilities

• Lead and develop high-performing teams across enterprise service platform ownership, service data, process excellence, intelligent operations, automation and service transformation.
• Establish clear accountability and capability ownership across the function.
• Influence senior technology and business stakeholders to adopt common standards, processes and governance.
• Establish communities of practice for platform governance, process ownership, service data, automation and continual improvement.
• Build strategic relationships with ServiceNow and key technology and delivery partners.

About You

Essential

• Proven experience leading cross‑platform, enterprise‑scale services in a complex, global environment.
• Ability to translate complex technology, process, data and commercial challenges into clear business outcomes.
• Significant experience leading enterprise service management, digital service transformation or enterprise workflow capabilities at scale.
• Proven experience owning ServiceNow or a comparable enterprise workflow platform within a complex global organisation.
• Strong understanding of enterprise service management, ITIL practices and modern technology operating models.
• Demonstrable experience in enterprise platform product management, roadmap ownership and governance.
• Strong knowledge of foundational service data, CMDB, service modelling, discovery and configuration management.
• Experience establishing data governance, ownership and quality frameworks.
• Strong knowledge of AIOps, observability, event intelligence, automation and predictive operations.
• Strong understanding of Lean Six Sigma or equivalent, process improvement, value-stream mapping and continual improvement methodologies.
• Demonstrable experience establishing enterprise service performance frameworks encompassing KPIs, SLAs, XLAs and user experience management.
• Experience redesigning complex cross-functional processes and user journeys.
• Experience applying AI, automation and analytics to improve operational and business outcomes.
• Strong commercial and financial acumen, including supplier management, contract performance, technology cost optimisation and benefits realisation.
• Excellent executive stakeholder management, communication and influencing capability.
• Comfortable operating in a matrixed, multi‑vendor environment.

Preferred

• Experience with low‑code/no‑code automation platforms and citizen‑developer enablement.
• Strong people‑leadership experience building high‑performing, multi‑disciplinary teams.

Job Posting End Date

2026-09-14

Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse