Head of Enterprise Service Platforms & Transformation in London

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.

Role Summary

The Head of Enterprise Service Platforms & Transformation is defining and delivering the enterprise service management and intelligent operations strategy, enabling a modern, automated, data-driven and user-centric service experience across the organisation.

This leader will drive enterprise service transformation by bringing together people, process, data and technology to simplify cross-functional user journeys, improve operational resilience, increase automation, strengthen service intelligence and maximise the value of strategic technology investments.

Key responsibilities

• Enterprise Service Platform & Product Ownership
• Act as the enterprise product owner for Service Now, accountable for strategy, roadmap, investment prioritisation, platform value realisation and measurable business outcomes.
• Working in conjunction with key stakeholders, own the configuration and governance of Service Now across all enterprise modules and future enterprise workflows.
• Establish and lead a Service Now Centre of Excellence, ensuring consistent platform standards, architecture, configuration principles and governance.
• Manage enterprise portfolio demand and prioritisation across business functions, balancing innovation, simplification, scalability and platform integrity.
• Drive adoption of new platform capability, including workflow automation, AI, predictive intelligence and intelligent service experiences.
• Maximise return on Service Now investment through effective licensing, adoption, optimisation and capability utilisation.
• Service Data Strategy, Foundations & Quality
• Own the enterprise strategy for foundational service data, ensuring it is trusted, governed, complete, accurate and fit for purpose.
• Define and implement clear data ownership, stewardship, accountability and governance models across service and technology domains.
• Establish enterprise standards for service taxonomy, service ownership, service models, asset relationships and configuration data.
• Create a trusted view of business services, applications, infrastructure, dependencies, ownership and operational health.
• Define and monitor service data quality measures, controls and remediation plans.
• Embed data ownership and lifecycle management into operational processes and technology delivery.
• Ensure trusted service data provides the foundation for automation, AI, operational intelligence, risk management, executive reporting and decision-making.
• CMDB & Service Mapping
• Own the maturity roadmap for the Configuration Management Database and associated configuration management practices.
• Improve CMDB completeness, accuracy, governance and operational adoption.
• Establish clear relationships between business services, applications, infrastructure, cloud platforms, technology assets and operational dependencies.
• Improve discovery, reconciliation, service mapping and lifecycle management capabilities.
• Ensure the CMDB supports effective incident management, change impact assessment, operational risk management, resilience and cyber controls.
• Drive the integration of CMDB data with observability, monitoring, automation and operational intelligence capabilities.
• AIOps, Observability & Intelligent Operations
• Define and deliver the strategy for AI-enabled operations, supporting the transition from reactive service management to predictive and preventative operations.
• Improve enterprise observability by integrating monitoring, telemetry, events and service health data across the technology landscape.
• Establish greater end-to-end visibility of service health, performance and user impact.
• Drive intelligent event correlation, anomaly detection, root cause identification and automated remediation.
• Reduce operational noise and manual intervention through event intelligence, automation and self-healing capabilities.
• Enable early identification of service degradation before it materially impacts users or business operations.
• Use operational intelligence to improve availability, resilience, service performance and decision-making.
• Enterprise Process Excellence & User Journey Transformation
• Establish a process excellence capability with Lean methodologies, value-stream analysis and data-driven continual improvement.
• Lead the redesign of complex end-to-end processes, designing service experiences around end-to-end user journeys
• Identify and remove waste, duplication, bottlenecks, unnecessary hand-offs, and manual activity.
• Establish measurable process performance indicators covering efficiency, experience, quality and business outcomes.
• Drive standardisation where appropriate while ensuring processes remain responsive to genuine business requirements.
• Service Transformation, Automation & AI Enablement
• Define and deliver the enterprise service transformation roadmap.
• Identify and prioritise opportunities for automation, workflow optimisation and AI adoption across enterprise services.
• Increase self-service, automated fulfilment and intelligent workflow capability.
• Drive the adoption of AI-assisted and agentic capabilities where they provide measurable service, productivity or user-experience benefits.
• Enable predictive and proactive service management through high-quality data and intelligent automation.
• Reduce manual activity and improve productivity while maintaining appropriate governance, control and human oversight.
• Ensure transformation initiatives deliver measurable improvements in service effectiveness, efficiency, resilience and cost.
• Service Performance, KPI & Experience Management
• Own the enterprise service performance management framework, establishing a consistent approach to measuring technology and enterprise service performance.
• Define a clear hierarchy of business outcomes, KPIs, SLAs, Operational Level Agreements (OLAs) and Experience Level Agreements (XLAs) to provide an integrated view of service performance.
• Establish clear definitions, data sources, ownership, baselines, targets and reporting standards for service performance measures.
• Establish enterprise standards for service scorecards and dashboards, creating consistent and trusted visibility from operational teams through to executive leadership.
• Establish appropriate measures for service resilience, availability, performance, data quality, automation, process efficiency, supplier performance, cost and productivity.
• Establish measures demonstrating progression from reactive to proactive and increasingly autonomous operations.
• Define supplier performance measures that align contractual commitments with end-to‑end service and user outcomes.
• Establish appropriate benchmarking and trend analysis to identify performance deterioration, systemic issues and improvement opportunities.
• Provide clear executive-level insight into service health, user experience, operational performance, risk and value.
• Continually review the performance framework to ensure measures remain relevant and drive the right organisational and supplier behaviours.
• Supplier, Commercial & Cost Management
• Own the commercial and supplier management framework for services and capabilities within the function.
• Establish effective supplier governance, performance management and executive review mechanisms.
• Hold suppliers accountable for service quality, resilience, user experience, innovation, automation, continual improvement and commercial value.
• Establish transparency of service costs, consumption and cost drivers to support effective financial decision‑making.
• Drive cost optimisation across Service Now, tooling, licensing, managed services and supporting technology capabilities.
• Identify opportunities to reduce duplication, eliminate unused capability, optimise licensing and improve commercial value.
• Partner with Procurement, Finance and Commercial teams on sourcing strategies, contract negotiations, renewals and investment decisions.
• Ensure commercial models incentivise automation, productivity, innovation and service improvement
• Continual Service Improvement
• Establish and embed a structured continual service improvement capability across technology services.
• Use service data, operational insights, user feedback, Lean methods and performance trends to identify improvement opportunities.
• Maintain a prioritised improvement pipeline aligned to business value, user impact, operational risk and cost.
• Ensure lessons learned from incidents, problems, changes and service performance are converted into sustainable improvements.
• Drive measurable improvements in resilience, productivity, service quality, user experience and operational efficiency.
• Leadership Responsibilities
• Lead and develop high-performing teams across enterprise service platform ownership, service data, process excellence, intelligent operations, automation and service transformation.
• Establish clear accountability and capability ownership across the function.
• Influence senior technology and business stakeholders to adopt common standards, processes and governance.
• Establish communities of practice for platform governance, process ownership, service data, automation and continual improvement.
• Build strategic relationships with Service Now and key technology and delivery partners.

About you

Essential

• Proven experience leading cross‑platform, enterprise‑scale services in a complex, global environment.
• Ability to translate complex technology, process, data and commercial challenges into clear business outcomes.
• Significant experience leading enterprise service management, digital service transformation or enterprise workflow capabilities at scale.
• Proven experience owning Service Now or a comparable enterprise workflow platform within a complex global organisation.
• Strong understanding of enterprise service management, ITIL practices and modern technology operating models.
• Demonstrable experience in enterprise platform product management, roadmap ownership and governance.
• Strong knowledge of foundational service data, CMDB, service modelling, discovery and configuration management.
• Experience establishing data governance, ownership and quality frameworks.
• Strong knowledge of AIOps, observability, event intelligence, automation and predictive operations.
• Strong understanding of Lean Six Sigma or equivalent, process improvement, value-stream mapping and continual improvement methodologies.
• Demonstrable experience establishing enterprise service performance frameworks encompassing KPIs, SLAs, XLAs and user experience management.
• Experience redesigning complex cross-functional processes and user journeys.
• Experience applying AI, automation and analytics to improve operational and business outcomes.
• Strong commercial and financial acumen, including supplier management, contract performance, technology cost optimisation and benefits realisation.
• Excellent executive stakeholder management, communication and influencing capability.
• Comfortable operating in a matrixed, multi‑vendor environment.
• Preferred
• Experience with low‑code/no‑code automation platforms and citizen‑developer enablement.
• Strong people‑leadership experience building high‑performing, multi‑disciplinary teams.
• Job Posting End Date
• Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day.

It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people.

It’s important to us that Haleon is a place where all our employees feel they truly belong.

Adjustment or Accommodations Request

If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting.

We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.

During the application process, we may ask you to share some personal information, which is entirely voluntary.

This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees.

The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions.

Note to candidates

The Haleon recruitment team will contact you using a Haleon email account (@haleon. com). If you are not sure whether the email you received is from Haleon, please get in touch.

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