Senior Principal Engineer - Resilient Operations

Site Name: Bengaluru Luxor North Tower
Posted Date: Oct 28 2025

The Senior Principal Engineer Resilient Operations is a pivotal and strategic role within our Global Supply Chain Digital & Tech (GSC D&T) Resilient Operations and Enterprise Programs team, tasked with driving key initiatives that enhance operational resilience, efficiency, and innovation across the global supply chain. This role focuses on the implementation of ServiceNow for Operational Technology (OT), ensuring we standardize and optimize critical service management processes for asset inventory, incident management, change management and risk and vulnerability management. By extending ServiceNow’s functionality to OT environments, this leader will play a vital role in bridging the gap between IT and OT systems, enabling seamless integration and consistent service management practices across diverse environments.

In addition to leading ServiceNow implementation for OT, this individual will serve as Service Manager for GSC D&T, ensuring the service management framework is robust, effective, and aligned with the ITIL best practices and GSK’s strategic and compliance standards. This includes establishing key performance metrics, monitoring system performance, and ensuring operational incidents are managed efficiently and escalated appropriately when required.

The role will require strong collaboration with cross-functional teams, including local and global Engineering teams, the ServiceNow Product Team, and other stakeholders, to drive operational improvements and deliver consistent, high-quality service experiences across GSK’s global supply chain. By leveraging advanced technologies such as generative AI and data-driven insights, the Senior Manager will also focus on accelerating incident resolution, identifying root causes, and implementing proactive measures to prevent future disruptions.

With a commitment to fostering a culture of continuous improvement, innovation, and collaboration, the Senior Manager will identify and implement process enhancements that strengthen GSK’s resilience to industry challenges and evolving business needs. This role requires a deep understanding of ServiceNow, operational technology systems, and IT service management practices, alongside strong leadership skills to guide teams, manage stakeholders, and deliver measurable business outcomes.

Key Responsibilities

ServiceNow Implementation for OT:

• Lead the extension of ServiceNow capabilities to OT environments for GSC D&T, standardizing asset inventory, incident management, change management, risk and vulnerability management processes.

• Collaborate with Engineering teams (local and global) and the ServiceNow Product Team to ensure smooth integration and adoption of ServiceNow for OT.

• Ensure compliance with regulatory and security standards during ServiceNow implementation and operations.

IT Service Management:

• Develop and roll out a new IT service management governance for GSC D&T that aligns with ITIL best practices and GSK standards

• Act as the key point of contact for service management practices, ensuring efficient coordination across product teams and central ITSM teams.

• Develop and maintain key performance metrics to monitor system performance and operational support, ensuring they meet or exceed expectations.

• Ensure critical incidents are escalated promptly to senior management and relevant stakeholders, providing clear and concise updates on status and resolution efforts.

• Develop and distribute a monthly stakeholder report summarizing key achievements, upcoming initiatives, and any critical issues.

Continuous Improvement:

• Identify, plan, and implement process improvements to enhance the resilience and efficiency of global supply chain operations.

• Leverage advanced technologies such as generative AI to accelerate incident resolution and root cause analysis

• Create a comprehensive process documentation and training program for staff to ensure consistent application of new procedures.

B. Job-Related Experience

• Typically, 10+ year of professional experience and at least 3 years in similar service management role

• Proven track record in implementing and managing ServiceNow capabilities, with a strong focus on OT environments.

• Experience working within the pharmaceutical industry, or in manufacturing or supply chain environments is preferred

• Knowledge of regulatory requirements and industry standards is a strong plus

The following job-related skills are essential to ensure effective service management and successful delivery of strategic initiatives:

Leadership and stakeholder management

• Demonstrated ability to lead cross-functional teams and build strong relationships with internal and external stakeholders.

• Strong communication skills, with the ability to translate complex technical concepts into clear, actionable insights for non-technical stakeholders.

• Skilled in preparing and delivering presentations and reports for executive leadership.

Technical Proficiency:

• Expertise in ITIL practices and frameworks.

• Deep experience with ServiceNow as an ITSM tool, specifically in OT environments.

• Strong understanding of OT systems and their integration with IT systems.

• Proficiency in data analysis tools (e.g., Power BI) and techniques to support decision-making.

• Ability to conduct root cause analysis and implement preventive measures.

• Experience in developing innovative solutions to operational challenges.

Project Management:

• Proficiency in project management methodologies and tools.

• Ability to manage complex initiatives and drive results within tight deadlines and competing priorities.

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-adjustments@gsk.com to discuss your needs.

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