Tech Senior Partner, Digital innovation and service lead

Job Purpose

Serve as Haleon China’s accountable leader for application operations, service excellence, and post–go-live optimization, responsible for ensuring that enterprise applications deliver stable, scalable, and sustained business value after deployment.

• Own end-to-end application operations after go‑live, ensuring system stability, availability, and reliability.
• Establish and continuously improve Application Service Management (AMS) framework, including SLA, KPI, incident, problem, and change management.
• Drive transition from reactive support to proactive, structured, and data‑driven service operations.
• Develop service performance dashboards and ensure full transparency of service quality.

• Drive continuous optimization of application performance, availability, and resilience.
• Lead root cause analysis and problem management to eliminate recurring issues.
• Ensure systems can support high‑growth digital and e‑commerce demands in China.

• Lead adoption of AI‑driven operations, including monitoring, predictive detection, and automated remediation.
• Enable transition to predictive and self‑healing service models.
• Leverage AI and data to improve operational efficiency and service quality.

• Enable China‑for‑China application architecture optimization, ensuring systems are tailored to local market needs while aligned with global standards.
• Drive multi‑cloud adoption and optimization (e.g., Azure + Alibaba Cloud), ensuring resilience, scalability, and regulatory compliance.
• Accelerate AI adoption across application operations and platforms, leveraging China ecosystem capabilities.

• Drive application rationalization from an operations and cost‑efficiency perspective.
• Identify redundant, legacy, or high‑maintenance systems and lead simplification initiatives.
• Support building a reusable, scalable, and platform‑based application landscape.

• Consolidate fragmented vendor base into strategic AMS partnerships.
• Establish structured vendor governance, SLA management, and performance evaluation.
• Drive cost optimization and service quality improvements through vendor ecosystem transformation.

• Drive application usage, adoption, and business value realization post go‑live.
• Establish usage analytics and value tracking mechanisms.
• Partner with business stakeholders to shift from system delivery to business outcome ownership.

• Ensure application operations comply with China regulations:
  Cybersecurity Law (CSL), Data Security Law (DSL), Personal Information Protection Law (PIPL).
• Align with Global Tech security standards.
• Strengthen operational risk monitoring, access control, and audit readiness.

• Design and continuously improve a scalable and cost‑efficient service operating model.
• Optimize resource utilization, support structures, and total cost of ownership (TCO).
• Ensure sustainable and efficient operations aligned with HDS.

• Act as China lead for application service operations within Global Tech governance.
• Lead service governance forums, vendor reviews, and executive reporting.

• Bachelor’s degree in information technology, Computer Science, Engineering or related field.
• MBA or advanced degree preferred.

• 12+ years of experience in application operations / IT service management, enterprise platform operations or AMS environments.
• Proven experience in application operations transformation and optimization, vendor consolidation and service governance, managing complex, multi‑vendor support environments.
• Strong experience in post‑go‑live operations and continuous improvement, large‑scale enterprise applications modernization.

• Strong knowledge of ITIL and service management frameworks, application operations governance and AMS models.
• Experience in AIOps, monitoring, and observability…