Job Purpose
The Global Solution Owner (GSO) is an influential leader responsible for shaping, optimizing, and delivering solutions aligned with GSK s Service Delivery Model and AI application strategy within People Services. AI solutions will include GenAI and AgenticAI. You will report to the Global Experience Owner (GXO) for People Services and partner with key stakeholders across HR, Tech, COEs, and the business to design solutions that create outstanding experiences for our people, enable efficient operations, and ensure policy compliance.
Key Responsibilities
- Define North Star Vision: Own and articulate the long-term ambition for Service Delivery and AI solutions for HR, ensuring alignment with GSK s broader People Experience strategy and enterprise goals.
- Stakeholder Collaboration: Build strong relationships across HR, Tech, COEs, vendors, and other GXOs to coordinate solution roadmaps, drive cross-functional collaboration, and act as a trusted advisor.
- Change Leadership: Drive transformation initiatives globally by creating impactful business cases, managing change delivery, and ensuring excellent employee communication.
- Design and Govern the Service Delivery Framework: Lead the ownership and continuous evolution of the tiered Service Delivery Model (Level 0 to Level 2), ensuring it meets employee needs while remaining efficient and scalable. Moving cases to Left of model is a key objective Shift Left.
- Tier 0 Strategy: Drive the optimization and expansion of self-service capabilities, with a focus on AI-powered tools and systems like ServiceNow, to improve the UX and reduce dependency on Tier 1 resources.
- End-to-End Process Ownership: Collaborate with Global Process Owners to define and govern cross-functional, enterprise-wide processes that enhance service delivery effectiveness and human-centric design.
- AI Strategy and Integration: Lead the design and implementation of AI solutions for HR, ensuring alignment with business goals, employee experience outcomes, and the overall HR vision.
- Automation and Optimization: Oversee AI systems to autonomously handle repetitive queries, navigate Tier 0 (self-service), streamline tasks that require manual intervention within People Services and across HR. In essence deploy and optimize Gen and Agentic AI to improve efficiency, effectiveness, and experience.
- Capability Building: Partner with Process and Systems Leads to deliver training and change management initiatives that ensure AI tools are understood, adopted, and successfully embedded within the organization.
- Performance Monitoring: Use data analytics to measure AI system effectiveness, improve response accuracy, and identify new opportunities for innovation. To leverage analytics across the service delivery model to enable us to have right insights to make right strategic choice
Key Skills and Experience
Technical Expertise:
- Deep knowledge of HR service delivery models, experience journeys.
- Extensive experience leveraging AI solutions, including natural language processing, machine learning, and automation, within a People Services or HR context.
- Proven track record in designing and delivering human-centric processes and systems while ensuring compliance with global policies and regulations.
- Strong data analytics abilities to guide decision-making, assess impact, and continuously optimize solutions.
- Curiosity to constantly learn and scan the horizon for new tech. Enhancements with a critical mind to assess relative merits of them and adapt the service delivery strategy accordingly
Change and Leadership Skills:
- Experience in leading large and global transformations and embedding innovative tech, including AI, into existing operations and processes.
- Exceptional relationship management and communication skills to influence senior stakeholders and drive cross-functional alignment.
- Strong ability to deliver in matrixed environments, collaborating across global, regional, and local teams.
- Agile methodology experience and mindset preferred (Agile-qualified is a plus).
- Lean Six Sigma or process improvement experience is strongly desired.
Additional Qualifications:
- 18+ years of experience with bachelor s degree in a relevant field (or equivalent); advanced degree is preferred.
- Familiarity with HR technologies (e.g., ServiceNow, Workday, SAP SuccessFactors, or other platforms).
- Proven ability to create business cases to prioritize competing deliverables and initiatives.
- Track record in managing end-to-end ownership of processes, systems enhancements, and stakeholder expectations.
Skills
Agile Project Management, Agile Thinking, Change Management, Computer Literacy, Continual Improvement Process, Data Analysis, Digital Literacy, Human-Centered Design, Problem Solving, Process Improvements, Project Management, Six Sigma
