Principal Engineer - Cross Functional Services Engineering

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. About the Role We are seeking a Principal Engineer, Cross Functional Services Engineering (CFSE) to lead the design, delivery, and continuous evolution of enterprise service management solutions across Haleon. This role combines deep technical expertise, product ownership, stakeholder management, and program leadership to drive innovation and operational excellence across critical platforms, primarily ServiceNow and OpsRamp. As a key member of the CFSE Engineering team, you will partner with business and technology stakeholders to define strategic roadmaps, deliver scalable solutions, and ensure the effective operation of enterprise services. You will oversee one or more products and capabilities including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB, Event Management, LSD, IRM, Employee Self-Service, Strategic Portfolio Management, HR Service Delivery, Customer Service Management, Integration Frameworks, Monitoring Tools, AIOps, and Command Centre solutions. You will lead Agile product teams and managed service partners, ensuring successful delivery of programs, platform enhancements, integrations, and custom application development while aligning with Haleon's enterprise architecture strategy. The role requires a strong balance of technical leadership, product ownership, program management, and stakeholder engagement to drive business value and continuous improvement. Role Responsibilities Lead the design, implementation, and continuous improvement of enterprise service management solutions across the CFSE portfolio. Act as an Architect and Product Owner for one or more service domains, including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB,LSD, IRM, Event Management, Employee Self-Service, Strategic Portfolio Management, HR Service Delivery, Customer Service Management, Integrations, AIOps, or Monitoring platforms. Develop and maintain product roadmaps, ensuring alignment with business priorities, technology strategies, and enterprise architecture standards. Partner with business and technology stakeholders to understand requirements, identify opportunities, and deliver innovative solutions that create business value. Direct Agile DevOps squads and managed service partners to deliver product enhancements, platform capabilities, and transformation initiatives. Oversee the operational performance, support, and continuous improvement of assigned products and services. Lead large-scale integration and automation initiatives, ensuring seamless connectivity across platforms and enterprise systems. Provide technical leadership and guidance on platform architecture, custom application development, and integration frameworks. Apply strong program and project management discipline to manage multiple initiatives, risks, dependencies, budgets, and delivery milestones. Collaborate with the CTO Enterprise Architecture team to ensure alignment with Haleon's technology ecosystem and strategic direction. Drive service excellence through governance, reporting, performance management, and vendor oversight. Foster strong relationships with stakeholders, influencing decision-making and building trusted partnerships across the organization. Basic Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. 10 to 15 years of experience in Enterprise Service Management, ServiceNow platform engineering, IT Operations, or related technology domains within large, complex organizations. Significant experience in Enterprise Service Management within a large, complex corporate environment. Proven experience delivering technology projects and programs from inception through implementation. Strong expertise in the ServiceNow platform, including configuration, development, administration, and platform governance. Experience managing Agile product teams and delivering solutions through DevOps practices. Strong understanding of IT Service Management (ITSM) and IT Operations Management (ITOM) processes. Experience designing and implementing enterprise integrations, APIs, and web services. Demonstrated ability to manage vendor and managed service provider relationships. Strong stakeholder management, communication, and relationship-building skills. Experience leading cross-functional teams and driving strategic technology initiatives. Preferred Qualifications Advanced knowledge of ServiceNow modules such as ITSM, ITOM, CMDB,LSD, IRM, HR Service Delivery, Strategic Portfolio Management, and Customer Service Management. Experience with monitoring, event management, AIOps, observability, and command center solutions. Strong enterprise architecture experience, including integrating multiple platforms and designing common service management ecosystems. Hands-on experience with automation frameworks, integration platforms, and custom application development. Proven track record of delivering large-scale transformation programs through third-party partners and managed service providers. Experience with ServiceNow Project & Portfolio Management (PPM) and large-scale program governance. Knowledge of cloud operations, Cloud FinOps, and service integration frameworks. Experience driving continuous improvement initiatives and operational excellence programs. ServiceNow certifications and/or relevant industry certifications in ITSM, Agile, Architecture, or Program Management. Ability to influence senior stakeholders and contribute to strategic technology planning. Team Overview The Cross Functional Services Engineering (CFSE) team is part of the Haleon CTO organization and is responsible for enabling and optimizing enterprise service management capabilities across the business. The team supports and evolves critical functions including: Self-Service Portal Incident and Major Incident Management Change Management Configuration Management Database (CMDB) LSD and IRM Service Integration & Management (SIAM) Cloud FinOps Finance Operations Project Delivery Framework Tech4Tech Automation Vendor Performance Management The team plays a pivotal role in driving digital transformation, service excellence, automation, and operational efficiency across Haleon's technology landscape. This role is based in – Bangalore Please take a copy of the Job Description, as this will not be available post closure of the advert. Job Posting End Date 2026-09-09 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.