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Senior Manager, Technical Revenue
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Posted: 10/19/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing outsourced service desks, ensuring compliance with SLAs and XLAs while driving continuous improvement through AI and automation. Capable of leading modernization initiatives and maintaining high service quality standards in a complex, global environment.
Highest-signal resume keywords
ITIL V4 CertificationService Desk ManagementSLA/XLA DesignAI and Automation ImplementationVoice-of-the-Customer Experience
About the role
Key responsibilities & impact- Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations
- Assure service quality and delivery discipline, driving improvements where performance or experience falls short
- Own the end-to-end colleague experience of the Service Desk, including escalated L1-to-L2 issues
- Drive refreshes of SLAs, XLAs and service measures
- Set, monitor and govern service standards and improvement plans across internal and provider teams
- Establish a voice-of-the-customer feedback-to-improvement cycle using experience data such as XLA and CSAT
- Define and govern service standards, quality expectations and operational governance artefacts
- Maintain audit readiness, controls, evidence and documentation for internal and external audits
- Ensure compliance of products owned by and directly supporting the Service Desk
- Lead the Service Desk modernisation agenda with the outsourced provider, Automation Acceleration Hub and product teams
- Increase AI, automation, knowledge-enabled resolution, intelligent self-service, shift-left and deflection
- Translate modernisation opportunities into a prioritised roadmap with adoption, experience and performance outcomes
- Ensure responsible use of AI and automation with security, compliance, human review and change controls
Requirements
What you’ll need- Bachelor's or Master's degree in a relevant field (e.g. Computer Science, IT or a business discipline), or equivalent experience
- ITIL v4 certification is required
- 10 years+ in service management or service desk assurance within a large, complex, global organisation
- Experience governing an outsourced service desk against SLAs, XLAs, and experience metrics while driving continuous improvement
- Experience designing and refreshing SLAs/XLAs to sustain continuous stretch and improvement
- Experience running a structured voice-of-the-customer to improvement cycle
- Experience driving Service Desk modernisation through AI, automation and shift-left initiatives, with demonstrable improvements in adoption, colleague experience and operational performance
- Experience working with strategic partners and managed service providers while retaining in-house governance
- Experience owning the end-to-end colleague experience of the Service Desk, including escalations from L1 to L2
- Experience in a regulated industry desirable
- Ability to balance control, compliance, pace and agility while holding a provider to account
- Strong SLA/XLA design, performance-management and governance capability
- Strong documentation, standards and process-design capability
- Analytical mindset with the ability to interpret service performance and experience data
- Practical AI fluency, applying service desk automation within security, compliance and change guardrails
- Must attend on-site meetings regularly
- May require occasional extended hours or on-call shifts to support major incidents
Benefits
Comp & perks- Comprehensive benefits program for US employees (details provided in GSK US Benefits Summary)
- Hybrid working model with remote work when appropriate
- Accommodation or other assistance available during the application process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service ManagementSLA DesignXLA DesignPerformance ManagementGovernance CapabilityDocumentation StandardsProcess DesignAnalytical MindsetService Performance InterpretationContinuous Improvement
Soft Skills
Ability to Balance Control and AgilityStrong Communication SkillsLeadership in Service Desk Modernization
Tools & Technologies
Automation Acceleration HubKnowledge-Enabled ResolutionIntelligent Self-Service
Certifications & Qualifications
ITIL V4 Certification
Industry Keywords
Regulated Industry ExperienceGlobal Organization ExperienceColleague Experience ManagementOutsourced Service Desk GovernanceAudit Readiness