Digital & Tech D&T Specialist

The Digital & Tech (D&T) Specialist is accountable for the delivery and support of site-based digital workplace and commercial technology services across Operating Units. The role provides primarily hands on, in person technology support, ensuring employees can work effectively with digital tools, day to day technical issues are resolved, and cyber security practices are correctly applied on site. Acting as the primary market point of contact (SPOC) for Operating Unit (OU) Tech Partners, the role bridges on the ground operations with central Digital & Tech teams, ensuring site needs, commercial priorities, and operational realities are clearly understood and effectively supported.

The role provides local insights into commercial execution, including field force and distributor operations, supporting the stability and adoption of critical platforms such as DMS and SFA. In addition, the role contributes to capturing business needs, supporting local digital initiatives and pilots, and providing structured service performance insights and reporting, helping identify improvement opportunities and continuously enhance both digital workplace and commercial technology environments.

• Act as the primary market point of contact (SPOC) for Operating Unit (OU) Tech Partners, ensuring strong alignment between site operations, commercial priorities and Digital & Tech initiatives.
• Support OU Tech Partners in capturing and articulating site level business needs, translating operational challenges into clear digital opportunities, requirements and prioritization.
• Support the effective usage, stability and adoption of commercial technology platforms (e.g. DMS, SFA, and other execution tools critical to market performance).
• Contribute to the execution of pilots, innovations and local digital initiatives, ensuring smooth rollout and actionable feedback to Tech Partners and central teams.
• Maintain visibility of site level service performance, recurring issues and user experience insights, and provide structured reporting to OU Tech Partners and D&T leadership.
• Leverage service data and operational insights to identify improvement opportunities, supporting continuous optimisation of both digital workplace and commercial technology environments.
• Act as a feedback bridge between business users and D&T teams, ensuring that local realities, constraints and opportunities are effectively represented in decision making.

• Act as the accountable owner for day to day technology service delivery at site.
• In partnership with D&T teams and third party providers, support routine checks on critical site technology and equipment.
• Maintain local asset inventory in line with Haleon policy and support the full asset lifecycle.
• Support planned changes or roll outs (upgrades, migrations, new tools), including coordination, communication and floor walking support.
• Support the migration of local applications to strategic global platforms where possible, working with central D&T teams.

• Have overall management oversight of service level agreements and incident resolution for the site.
• In partnership with D&T teams, act as a point of escalation for incident and problem resolution, following Haleon incident and service management playbooks.
• Represent the site on incident management calls as required, ensuring site impact and operational context are clearly understood.
• Identify recurring issues and work with relevant D&T teams and suppliers to implement permanent fixes and service improvements.
• Provide site level input into post incident reviews and service improvement discussions, reflecting user impact, operational constraints and on site experience.

• Build strong working relationships with local Commercial leadership, functional teams and end users to understand priorities and represent site needs clearly into D&T discussions and forums.
• Work in collaboration with Service Management and MEA Digital & Tech Heads to provide site level…