Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.
Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.
Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.
Purpose of the Role:
In this position, you'll have the unique opportunity to truly understand the business, shape operational excellence on a global scale and make a significant impact on customer satisfaction. This is your chance to play a pivotal role in a dynamic organization, where you'll get hands-on with cutting-edge technologies, as well as a variety of other innovative platforms.
As a Service Manager, you will be responsible for overseeing the end-to-end service lifecycle, ensuring that IT and business services are delivered consistently, reliably, and in alignment with agreed standards. You will play a key role in defining and implementing service management processes, coordinating incident and problem resolution, and driving continual improvement initiatives. By fostering collaboration across teams and maintaining strong governance, you will help create a unified service experience that supports business growth and customer trust.
Role responsibilities:
This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:
Drive daily incident & Request review calls with MSPs
Ensure that service requests are fulfilled efficiently and according to defined procedures
Troubleshoot and resolve routine incidents, or escalate them to appropriate support teams when necessary
Ensure timely incident resolution, meeting service level agreements (SLAs)
Escalate problems to Problem Management teams for root cause analysis and resolution
Participate in change management activities, such as reviewing and testing changes
Monitor and report on service level performance, including incident response times and service request fulfilment
Collaborate with teams to meet or exceed SLAs and key performance indicators (KPIs)
Contribute to the creation and maintenance of knowledge articles, FAQs, and documentation to facilitate self-service and incident resolution
Share knowledge and best practices with team members
Conduct thorough root cause analysis and facilitate post‑mortems to identify issues, capture lessons learned, and implement preventive measures for continuous service improvement.
Collaborate with IT teams to implement changes that enhance service quality and efficiency
Escalate complex or high-priority incidents to appropriate support levels, ensuring a swift resolution
Ensure compliance with IT security policies and standards when handling incidents, service requests, and changes
Report security incidents and breaches to the appropriate teams
Follow established ITSM processes and procedures, including Incident Management, Service Request Management, and Change Management
Ensure that documented processes are up to date and reflect current practices
Gather feedback from end-users to measure and improve customer satisfaction
Address and resolve complaints and concerns promptly
Why you?
Basic Qualifications:
We are looking for professionals with these required skills to achieve our goals:
Min. Bachelor’s degree in Computer Science, Information Technology, or related field
Cloud platform familiarity (AWS, Azure, GCP) and enterprise systems exposure
Experience in managing global IT services and working with MSPs
8+ years of service management experience, with at least 3 years in a…
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