Director - Global Solution Owner - AI Solutions and Helpdesk

At GSK, everything we do is driven by our values: Patient Focus, Transparency, Respect, and Integrity. These values are supported by expectations of Courage, Accountability, Development, and Teamwork. Through our high-performing, values-led culture, we create better experiences for our employees while driving sustainable business outcomes. This is an exciting opportunity to shape the future of service delivery and employee relations through human-centric processes, innovative AI solutions, and strategic ownership of key elements of GSK's People Services model. If you are passionate about designing and delivering exceptional employee experiences while driving operational efficiency, this leadership role is for you.

Job Purpose

The Global Solution Owner (GSO) is an influential leader responsible for shaping, optimizing, and delivering solutions aligned with GSK's Service Delivery Model and AI application strategy within People Services. AI solutions will include GenAI and AgenticAI. You will report to the Global Experience Owner (GXO) for People Services and partner with key stakeholders across HR, Tech, COEs, and the business to design solutions that create outstanding experiences for our people, enable efficient operations, and ensure policy compliance.

Key Responsibilities

• Define North Star Vision: Own and articulate the long-term ambition for Service Delivery and AI solutions for HR, ensuring alignment with GSK's broader People Experience strategy and enterprise goals.
• Stakeholder Collaboration: Build strong relationships across HR, Tech, COEs, vendors, and other GXOs to coordinate solution roadmaps, drive cross-functional collaboration, and act as a trusted advisor.
• Change Leadership: Drive transformation initiatives globally by creating impactful business cases, managing change delivery, and ensuring excellent employee communication.
• Design and Govern the Service Delivery Framework: Lead the ownership and continuous evolution of the tiered Service Delivery Model (Level 0 to Level 2), ensuring it meets employee needs while remaining efficient and scalable. Moving cases to Left of model is a key objective – Shift Left.
• Tier 0 Strategy: Drive the optimization and expansion of self-service capabilities, with a focus on AI-powered tools and systems like ServiceNow, to improve the UX and reduce dependency on Tier 1 resources.
• End-to-End Process Ownership: Collaborate with Global Process Owners to define and govern cross-functional, enterprise-wide processes that enhance service delivery effectiveness and human-centric design.
• AI Strategy and Integration: Lead the design and implementation of AI solutions for HR, ensuring alignment with business goals, employee experience outcomes, and the overall HR vision.
• Automation and Optimization: Oversee AI systems to autonomously handle repetitive queries, navigate Tier 0 (self-service), streamline tasks that require manual intervention within People Services and across HR. In essence deploy and optimize Gen and Agentic AI to improve efficiency, effectiveness, and experience.
• Capability Building: Partner with Process and Systems Leads to deliver training and change management initiatives that ensure AI tools are understood, adopted, and successfully embedded within the organization.
• Performance Monitoring: Use data analytics to measure AI system effectiveness, improve response accuracy, and identify new opportunities for innovation. To leverage analytics across the service delivery model to enable us to have right insights to make right strategic choice

Key Skills and Experience

Technical Expertise:

• Deep knowledge of HR service delivery models, experience journeys.
• Extensive experience leveraging AI solutions, including natural language processing, machine learning, and automation, within a People Services or HR context.
• Proven track record in designing and delivering human-centric processes and systems while ensuring compliance with global policies and regulations.
• Strong data analytics abilities to guide decision-making, assess impact, and continuously optimize solutions.
• Curiosity to constantly learn and scan the horizon for new tech. Enhancements with a critical mind to assess relative merits of them and adapt the service delivery strategy accordingly

Change and Leadership Skills:

• Experience in leading large and global transformations and embedding innovative tech, including AI, into existing operations and processes.
• Exceptional relationship management and communication skills to influence senior stakeholders and drive cross-functional alignment.
• Strong ability to deliver in matrixed environments, collaborating across global, regional, and local teams.
• Agile methodology experience and mindset preferred (Agile-qualified is a plus).
• Lean Six Sigma or process improvement experience is strongly desired.

Additional Qualifications:

• 18+ years of experience with bachelor's degree in a relevant field (or equivalent); advanced degree is preferred.
• Familiarity with HR technologies (e.g., ServiceNow, Workday, SAP SuccessFactors, or other platforms).
• Proven ability to create business cases to prioritize competing deliverables and initiatives.
• Track record in managing end-to-end ownership of processes, systems enhancements, and stakeholder expectations.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process. Please contact our Recruitment Team at IN.recruitment- to discuss your needs.

#LI-GSK

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we're committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at IN.recruitment- to discuss your needs.

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