Job Description

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.

Job Purpose:

We are looking for a Service Excellence Manager to lead the next evolution of application service management in China, ensuring digital and enterprise services are reliable, resilient, observable, and ready to support business growth.

This role sits at the intersection of service excellence, technology, and business outcomes, working closely with Delivery teams, Global Tech teams, Tech BPs, and strategic service partners to establish clear service accountability, common standards, and transparent end-to-end performance.

You will drive the transition from reactive, vendor-driven support to proactive, data-driven, and AI-enabled service operations, embedding reliability management, operational readiness, structured problem management, and controlled automation while maintaining alignment with Global Tech standards and China-specific requirements.

Key Responsibilities:

• Own end-to-end service management for the China application and business service portfolio after go-live, ensuring stability, availability, reliability, resilience, and sustained service performance.
• Establish and continuously improve the service operating model across Incident, Major Incident, Problem, Change, Knowledge, and service performance management, with clear ownership, escalation, and decision rights.
• Define and run the reliability framework for critical services, including service mapping, criticality, SLA/SLO, observability, performance, capacity, resilience, recovery readiness, and continuous reliability improvement.
• Lead Operational Readiness Reviews with Delivery and technology teams before go-live, ensuring ownership, monitoring, runbooks, recovery, security, support model, vendor OLA, knowledge transfer, and hypercare entry and exit criteria are in place.
• Act as the day-to-day service integrator across internal Delivery teams, Key users, global tech teams, and strategic service partners, driving end-to-end accountability, cross-team collaboration, and consistent service standards.
• Lead service partner and AMS performance management, including SLA/SLO performance, service reviews, improvement plans, cross-supplier hand-offs, escalation management, and support for supplier rationalization where appropriate.
• Drive structured Problem Management and permanent-fix closure with Delivery and L3 engineering teams, reducing recurring incidents and ensuring production learnings are translated into engineering and improvement backlogs.
• Develop service performance dashboards and actionable insights, providing transparent views of reliability, business impact, service risk, vendor performance, and improvement progress; partner with business-facing service roles to translate operational performance into improvement priorities.
• Advance AI-enabled operations and intelligent automation, including AI-assisted triage, event correlation, knowledge retrieval, diagnostics, and controlled remediation, with appropriate human oversight, auditability, rollback, and risk controls.
• Lead continuous service improvement through data, automation, knowledge discipline, process simplification, and China-Global collaboration, supporting application simplification, cost efficiency, and scalable operations.

Scope of Accountability:

• Business continuity and growth protection: Ensure critical commercial, digital, AI, and enterprise services can reliably support business priorities and key business events.
• Service integration at scale: Orchestrate service performance across internal Delivery teams, global tech teams, and external service partners under clear end-to-end accountability.
• Operational readiness: Ensure new and changed solutions enter BAU with defined ownership, observability, recovery, support, security, and knowledge in place.
• AI-enabled operations: Scale practical use of AIOps and intelligent automation to improve detection, diagnosis, knowledge, recovery, and operational efficiency.
• Continuous improvement: Drive measurable improvements in reliability, supplier performance, service transparency, cost efficiency, and service quality.

Knowledge/ Education / Experience Required

A. Educational Background

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field. MBA or advanced degree preferred. Relevant professional certification in IT service management, service integration, reliability, cloud, or DevOps is an advantage.

B. Job-Related Experience

• 8+ years of experience in enterprise application operations, IT service management, service integration, or complex AMS environments.
• Proven track record in transforming reactive or vendor-driven support into structured, transparent, proactive, and data-driven service operations.
• Strong hands-on experience in Major Incident Management, Problem Management, Change Management, service transition, and operational readiness.
• Strong experience in multi-vendor service environments, including AMS governance, cross-supplier integration, performance management, and service improvement.
• Experience in service reliability, observability, resilience, capacity, recovery, and modern SRE-aligned practices such as SLA/SLO management.
• Experience with cloud-based application operations and multi-cloud environments; exposure to Azure and Alibaba Cloud is highly valued.
• Solid understanding of enterprise systems and digital platforms, including ServiceNow, APIs, integrations.
• Experience with AIOps, intelligent automation, AI-assisted operations, or data-driven service management, with an understanding of operational risk and governance.
• Strong stakeholder management across business, Delivery, technology, global teams, and external partners, with the ability to influence outcomes without direct authority.

C. Other Job-Related Skills/Background

• Strong service leadership and decision-making capability, with the confidence to lead high-severity incidents and complex cross-team recovery situations.
• Able to translate technical service conditions into clear business impact, priorities, risks, and decisions for senior stakeholders.
• Strong understanding of service reliability concepts, including SLA/SLO, observability, resilience, recovery, capacity, and performance management.
• Able to establish and challenge Operational Readiness standards, ensuring monitoring, runbooks, knowledge, support models, security, recovery, and ownership are complete before BAU transition.
• Strong supplier governance and commercial awareness, including SLA/OLA management, service reviews, improvement plans, and cross-supplier accountability.
• Strong data and analytical mindset, able to use service metrics, trends, and business impact data to drive priorities and continuous improvement.
• Practical understanding of AI-enabled operations and automation, including human-in-the-loop controls, auditability, access boundaries, rollback, and safe automation practices.
• Sufficient experience in Agile and DevOps ways of working, with strong collaboration across Delivery and L3 engineering teams; professional certifications such as ITIL, Service Integration and Management (SIAM), SRE, Cloud, FinOps, or Agile/DevOps are preferred.
• Mature leadership, communication, and influencing skills, with the learning agility to adopt new technologies, coach partners, and operate effectively in a China + Global matrix environment.

Job Posting End Date

2026-10-08

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.

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.

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.

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.