Technology Performance Manager

Business Introduction

The Technology Performance Manager operates the DPTF performance framework, defining and maintaining the delivery, service and technology metrics through which the function measures how well it runs. The role measures delivery against commitments, tracks service performance, availability and SLA attainment, and produces the executive performance reporting on which leadership relies. Its scope is how the technology estate and its delivery are performing, distinct from whether investments have returned their expected benefit.

Improvement against the metrics is owned in the platform and product domains. This role makes performance visible, identifies trends, risks and improvement opportunities, and coaches and challenges domain leadership against the commitments they have made. It works with the Strategic Supplier Manager where services span internal teams and partner-delivered capability, and with the Portfolio Value Realisation Manager so that performance and value are read together.

Describe the key deliverables to be achieved by the post holder and the ongoing responsibilities of the role

•        Define and maintain the delivery, service and technology metric set for DPTF within the performance framework, ensuring metrics measure outcomes rather than activity, with agile maturity and flow measurement owned by the Senior Principal, Agile CoE as instruments of delivery method.

•        Measure delivery performance against committed scope, dates and OKRs, making variance visible at both domain and function level.

•        Track service reliability, availability and experience using SLOs, error budgets and flow metrics across the technology estate, including services delivered by partners.

•        Produce the executive performance reporting pack for DPTF leadership, presenting a consistent and evidenced view of how the function and its domains are performing.

•        Identify performance trends, emerging risks and improvement opportunities, and bring them to the domains and to governance with supporting evidence.

•        Coach and challenge platform and domain leadership on performance, and own performance-improvement plans to closure where a metric breaches threshold, escalating to governance where improvement stalls, with delivery of actions in the domains.

•        Work with the Strategic Supplier Manager to assess end-to-end performance where delivery and service span internal teams and supplier-provided capability.

•        Ensure performance data is complete, accurate and comparable across domains, setting the measurement standards that federated Domain Portfolio Managers and platform teams apply.

•        Build and maintain performance dashboards, so leadership can self-serve current performance information.

•        Partner with the Portfolio Value Realisation Manager so that delivery and service performance is read alongside benefit realisation, not separately from it.

•        Use AI and analytics to automate performance data collection, trend detection and reporting, reducing manual reporting effort.

•        Contribute to continuous improvement of the performance framework, including metric definitions, reporting standards and data quality expectations.

•        Typically 6-8 years in technology performance management, service management, delivery assurance, or technology reporting and analytics roles.

•        Experience defining metric sets and KPIs for a large technology function, covering delivery, service and availability measures.

•        Experience tracking SLA attainment and service performance across both internally and externally delivered services.

•        Proven ability to produce executive-level performance reporting that leadership acts on.

•        Experience identifying performance trends and risks from data and presenting them credibly to senior stakeholders.

•        Experience working across a federated organisation to achieve consistent and comparable performance data.

•        Hands-on experience building and maintaining dashboards and reporting on enterprise reporting and analytics platforms, and familiarity with AI-enabled analytics applied to trend detection and reporting.

List any licenses, certificates, registrations, or any relevant job skill or abilities not covered in Educational Background or Job-Related Experience sections above that are required for the job.

•        Strong analytical and data skills, able to turn large volumes of performance data into a clear and defensible picture.

•        Excellent communication skills, able to present performance findings, including poor performance, factually and without apportioning blame.

•        Discipline in data quality and attention to detail, since the credibility of reporting depends on it.

•        Ability to influence and challenge senior stakeholders without direct authority.

•        Well organised, able to run recurring reporting cycles reliably to deadline.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.

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