Senior Service Manager - Change and Maintenance Window

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 The Senior Service Manager – Change and Maintenance Window is responsible for providing strategic leadership, governance, and operational oversight of the Change and Release Management function across the organization. This role ensures that all technology changes are assessed, authorized, implemented, and reviewed in a controlled, compliant, and business-focused manner. The position is accountable for maintaining service stability and reducing operational risk through robust change governance, effective maintenance window management, regulatory compliance, and continuous process improvement. Working closely with business stakeholders, technology teams, managed service providers, and third-party partners, the role ensures that changes are delivered safely while minimizing disruption to business operations. Reporting to the Director, CTO Operations , the role leads a team of Change and Release Management professionals and serves as the primary escalation point for complex change and maintenance window activities within the organization. Key Roles & Responsibilities Change Management Strategy & Governance Own and continuously improve the end-to-end Change and Release Management operating model. Establish and maintain governance frameworks for Standard, Normal, Emergency, and High-Risk Changes. Ensure Change Management policies, procedures, SOPs, and work instructions remain current and effective. Act as the senior escalation point for complex change and release issues. Change Advisory Board (CAB) Governance Review and validate change submissions prior to CAB review. Ensure change records contain appropriate implementation plans, testing evidence, risk assessments, back-out plans, and stakeholder communications. Chair or oversee CAB meetings and drive effective decision-making. Challenge and improve the quality of change planning and execution across the organization. Risk, Compliance & Audit Management Ensure compliance with SOX, GxP, security, risk, and regulatory requirements. Maintain a strong control environment that reduces the risk of unauthorized or poorly managed changes. Support internal and external audits by maintaining accurate records and evidence. Monitor adherence to Change Management controls and address non-compliance issues. Maintenance Window Management Own the planning, scheduling, governance, and successful execution of enterprise maintenance windows. Assess change risks, dependencies, conflicts, and business impacts before approving inclusion in maintenance windows. Coordinate business and technology stakeholders to align on maintenance schedules. Lead bridge calls and act as the central escalation point during maintenance activities. Produce post-maintenance reports and lessons-learned documentation. Maintain all maintenance window processes, documentation, and operational standards. Stakeholder & Escalation Management Manage and resolve business-critical change and release escalations. Provide risk-based recommendations and guidance to senior leaders and technical teams. Build strong relationships across business functions, IT teams, compliance groups, and external vendors. Communicate risks, impacts, decisions, and outcomes effectively to both technical and non-technical audiences. Team Leadership & Capability Development Lead, coach, mentor, and develop Change and Release Management team members. Set clear objectives, priorities, and accountability measures. Promote a culture of collaboration, continuous improvement, and operational excellence. Develop and deliver Change Management training and process adoption initiatives across the organization. Drive consistent adherence to change processes and governance standards among employees, contractors, and managed service providers. Essential Qualifications Education Bachelor's degree or equivalent qualification in Information Technology, Computer Science, Engineering, Business Management, or a related discipline. Experience Minimum 15 years of experience in IT Service Management and Change Management. Extensive experience leading Change and Release Management functions within large global enterprises. Proven expertise in enterprise Change Management solutions and tooling. Deep understanding of ITIL Service Management processes, including: Change Management Release Management Incident Management Problem Management Service Asset & Configuration Management (CMDB) Experience managing enterprise-wide maintenance windows and complex change portfolios. Experience operating within multi-vendor and Managed Service Provider (MSP) environments. Strong understanding of IT security, governance, compliance, and risk management requirements. Experience supporting cloud, on-premise, manufacturing, and Operational Technology (OT) environments. Strong stakeholder management, negotiation, communication, and influencing skills. Demonstrated ability to work effectively under pressure in complex and fast-paced environments. Strong analytical, problem-solving, and decision-making capabilities. Experience collaborating across global and cross-functional teams. Certifications ITIL Certification (Intermediate, Expert, Managing Professional, or equivalent). SIAM Certification or equivalent service integration qualification. Preferred Qualifications Education Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field. Experience Experience leading enterprise-wide Change Management transformation initiatives. Experience working within global healthcare, pharmaceutical, consumer healthcare, or highly regulated industries. Proven ownership of end-to-end Change Management processes in multinational organizations. Experience implementing governance frameworks across complex technology estates. Experience driving continuous service improvement and operational excellence programs. Exposure to regulatory and audit environments requiring strict governance and compliance controls. Additional Attributes Strategic thinker with strong governance and operational leadership capabilities. Ability to balance business priorities, service stability, compliance requirements, and operational risk. Strong leadership presence with the ability to influence senior stakeholders. Highly organized, detail-oriented, and capable of managing multiple critical priorities simultaneously. Commitment to continuous improvement, service quality, and operational resilience. Location – this role is based in: Bangalore, India Please save a copy of the job description, as this may be helpful to refer to once the advert closes. Job Posting End Date 2026-11-16 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.