Senior Principal ERP Service Management – Global ERP Operations

Job description

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.  As an IT Service Delivery Manager, you will be responsible for providing leadership and technical guidance over the support of the ERP platform, infrastructure, and solution products across multiple domains in ERP. You will drive operational excellence, AI-led service transformation, intelligent automation, and innovation to improve user experience, reduce incidents, eliminate process leakage, and enhance business value realization across ERP and Finance Operations. Provides technical support to the organisation workforce and Business Partners ensuring secure access to applications, networks and data. Leads proactive service management, AI-driven operations, predictive monitoring, automated remediation, audit readiness, service continuity, governance, and stakeholder management. Responsible for embedding AI capabilities across ERP support processes to improve service reliability, reduce manual effort, and accelerate issue resolution. Key Responsibilities • Accountable for providing best-in-class 24x7 production support meeting SLA requirements. • Leverage AI Ops, predictive analytics and automation platforms to proactively identify, prevent and resolve incidents before business impact occurs. • Own ERP service health dashboards utilizing machine learning insights for trend analysis, anomaly detection, problem prediction and capacity forecasting. • Implement continuous service improvements with measurable reduction in incident volumes, MTTR, recurring defects and support costs. • Drive automation-first operating model including self-healing capabilities, automated monitoring, intelligent ticket routing, knowledge management and chatbot-assisted support. • Partner with Finance Operations teams to identify ERP process leakages, transactional exceptions, control weaknesses and operational inefficiencies through AI-powered analytics. • Accountable for ERP operational resilience, service continuity and cyber-risk mitigation across SAP and integrated platforms. • Hold programme teams accountable for delivering supportable, secure and AI-ready solutions that do not put production availability at risk. • Manage relationships with business leaders and senior stakeholders up to SVP level. • Provide service transition leadership for major ERP transformation programs, SAP releases, cloud migrations and go-lives. • Drive performance of managed service providers and establish automation and innovation targets as part of vendor governance. • Implement and mature ITIL-aligned processes enhanced with GenAI-powered knowledge creation, root cause analysis, incident summarization and service reporting. • Lead adoption of emerging AI technologies within ERP Operations including GenAI assistants, digital agents, process mining and intelligent automation solutions. • Develop KPI framework focusing on incident reduction, automation coverage, self-service adoption, business satisfaction and operational efficiency gains. Basic Qualifications • 12+ years in SAP/ERP Service Management, ERP Operations or Enterprise Application Support. • Strong experience leading global 24x7 service operations. • Proven experience implementing AI, automation, AIOps, service intelligence or digital transformation initiatives within enterprise operations. • Experience driving incident reduction, operational excellence and service stabilization programs. • Strong stakeholder management and executive communication skills. • Solid understanding of ITIL, ITSM, Agile and service governance frameworks. • Experience managing large managed service providers in a matrix environment. • Pharmaceutical or other regulated industry experience preferred. Preferred Qualifications • SAP certification and deep ERP domain expertise. • Experience with SAP Business AI, SAP Joule, SAP Signavio Process Intelligence, ServiceNow AI, Microsoft Copilot, Azure AI or equivalent platforms. • Knowledge of Process Mining, RPA, Intelligent Document Processing, Machine Learning and GenAI use cases in ERP and Finance Operations. • ITIL Expert certification, Six Sigma, Lean or Agile certifications preferred. • Demonstrated success delivering measurable efficiency gains through automation and AI adoption. Skills Capacity Planning, Cloud Based Services, Configuration Management (CM), Database Management, Disaster Recovery (DR), Financial Operations, Identity Access Management (IAM), Incident Management, Infrastructure Capacity Planning, Network Configurations, Network Troubleshooting, Operations Analysis, Performance Tuning, Service Level Agreement (SLA), System Monitors, Vulnerability Management    Why GSK? Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company