Commercial Technology Partner & Site Lead

Key Responsibilities Operational Excellence and Service Accountability

• 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 operational priorities and represent site needs clearly into D&T discussions and forums.
• Work in collaboration with Service Management and OU Digital & T Heads to provide site‑level input on local service performance, incident resolution and recurring issues.
• Build strong partnership relationships with D&T functions and third‑party providers to support effective service delivery and problem management at site.
• Act as a local champion for D&T initiatives and change, supporting adoption through practical, on‑site engagement.

• In partnership with central D&T teams, provide short, practical training sessions on D&T capabilities, policies and initiatives.
• Encourage self‑service, effective use of knowledge articles, and compliance with approved tools and secure processes.

• In partnership with D&T functions and third‑party providers, provide in‑person, hands‑on support for the digital workplace requirements of the site.
• Support conference rooms and shared spaces, including AV and hybrid meeting technology.
• Support local technology processes such as onboarding and offboarding.

• Act as the on‑site contact for cyber security related queries and minor incidents, working closely with the central Cyber Security team.
• Ensure endpoint security measures are correctly applied on site and on any local applications.
• Support the correct application of user access management protocols at site.
• Help detect and elevate suspected security incidents following Haleon security playbooks.
• Promote Haleon secure working practices at site.
• Support the implementation of security changes on site in partnership with the Cyber team.

• Proven experience in IT support, desktop support or digital workplace roles (2–4+ years).
• Hands‑on experience with Microsoft productivity tools, collaboration and video conferencing platforms, and basic networking concepts.
• Experience working with ITSM tools, including Service Now.
• Awareness of basic cyber security principles and practices.

• Experience supporting AV and meeting room technology and hybrid working environments.
• Experience working in or supporting a Cyber or Information Security function.
• Relevant certifications in Networking, Security, Microsoft technologies or ITIL.
• Experience working in a regulated environment such as health, finance, government or critical infrastructure.

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