Job description Posted 05 January 2021

Service Design Manager


Role is Initially working from home then based at GSK House


Job Purpose

  1. The design, development and build of the Consumer Healthcare Serialisation service model, consisting of a number of business functions, processes and organisational governance.
  2. Supporting the cutover of activities from the current Pharma Hosted service model to the CH service model to enable effective continuity of supply during the transition.
  3. The role will co-ordinate the delivery across a matrix organisation consisting of a number functional leads, subject matter experts and process analysts in both Pharma and CH.
  4. The manager also needs to work across a number of stakeholders, support functions and organisational boundaries with a focus on delivering within cost, time, scope, and quality drivers.


Key Responsibilities

  • Experience developing and implementing Service Design Process in a Pharma/Consumer Healthcare organisation is highly beneficial
  • To identify and understand the end to end service processes for serialisation in the existing hosted services model, and to design, build and implement the equivalent processes within Consumer Healthcare.
  • To Identify issues and risks arising from the proposed service model.
  • Collect and collate input from appropriate stakeholders from existing hosted service teams and impacted CH teams.
  • To develop plans for implementing the operation model, including development of SOPs, recruitment, training, communications, and systems.
  • Working with the Project Manager, develop and implement cutover plans to move the service from a pharma hosted service into the Consumer Healthcare organisation.
  • Customer Service Focus: They must have a strong service-oriented mindset ensuring that the focus of everything they do is to support the needs of the customer and their business processes
  • Information Search – They must possess research skills enabling them to understand business and service processes and identify the best approach to ensure serialization and service processes alignment including remaining up to date with innovations from inside and outside GSK enabling new best practice ideas
  • Flexible Thinking : They must possess sound judgment on how and when to propose new ideas. They must clearly perceive the multiple options for any decision that they make and make balanced recommendations based on facts and data.
  • Teamwork – They must be capable of working effectively in complex cross functional teams
  • Communication – They will be capable of creating simple, compelling messages that summarise their desired direction and clarify the benefits to GSK of following this direction Ability to conceptualise creative solutions, articulate them, and gain buy-in from senior managers.
  • Facilitation – They will be capable of facilitating working sessions and providing leadership at workshops and site events to multi-functional core fingerprint and site teams
  • Experience of Serialisation processes would be an advantage Experience working on Business Change Projects.