Gen AI BAU Service Manager

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. **Role Purpose** The **Gen****erative****AI BAU****Service Manager** is responsible for ensuring reliable, secure, scalable, and business\-aligned operations for GenAI solutions across the organization. The ideal candidate will manage day\-to\-day AI service delivery, incident/problem/change management, vendor coordination, compliance adherence, user adoption, platform optimization, and operational excellence for Haleon’s enterprise GenAI ecosystems. The role ensures the stability, reliability, and performance of deployed Generative AI applications and models. Also plays an important role in onboarding new AI tools / services in Haleon. The role requires strong collaboration across Business users, IT, Data, Security, Legal, Compliance, and AI Engineering teams (data science/DevOps/Machine Learning Engineering) to ensure stable and responsible AI operations. **Key responsibilities:** **Service Management****\& Operations** * Own end\-to\-end BAU operations for enterprise GenAI platforms and Applications, copilots, AI assistants, and AI\-enabled business applications. * Ensure high availability, reliability, performance, and scalability of GenAI services and Manage L2/ L3 Operations of the GenAI Operations Team. * Manage operational SLAs, KPIs, OLAs, and service reporting for AI platforms. * Lead 24x7 support governance and service continuity planning where required. * Ensure high availability, performance, and stability of GenAI BAU Platforms and Applications * Monitor AI platform usage, system health, response quality, latency, and operational risks. * Drive operational readiness for newly deployed GenAI solutions transitioning from project to BAU support. * Establish best practices for AI operations (AIOps / LLMOps / MLOps integration). * Oversee **incident, problem, change, and release management**, applying ITIL best practices. * Own Problem Management and Root Cause Analysis of Critical and Recurring incidents. * Govern production changes, releases, model updates, prompt changes, and AI configuration deployments. * Ensure controlled rollout and rollback procedures for AI services and models. * Improve AI support processes, monitoring frameworks, observability, and service maturity. * Maintain SOPs, Runbooks and Knowledge Repositories. * Disaster recovery and resilience planning \& execution. * Ensure compliance with **security, regulatory, and validation requirements** across all GenAI Platforms and Services. * Plan, Lead and Execute OPEX cost optimization initiatives. **AI Governance \& Responsible AI** * Ensure compliance with Responsible AI policies, data privacy standards, cybersecurity controls, and regulatory requirements. * Monitor AI risks including hallucinations, bias, toxic outputs, model drift, and unauthorized usage. * Maintain audit readiness and documentation for AI operational controls. **Technical Leadership \& Hands**‑**On Contribution** * Provide **technical leadership and direction** across GenAI Frameworks and Landscapes. * Contribute directly to **hands**‑**on capacity** to Gen AI Operations troubleshooting, and optimisation. **Release \& Environment Management** * Define and execute **release management processes** for Data Engineering Products. * Coordinate with development and operations teams to plan, test, and deploy releases with minimal disruption. * Support CI/CD pipelines, automation, and controlled promotion across DEV, QA, and PROD environments. **People \& Vendor Management** * Lead, mentor, and develop a team of Gen AI BAU Operations, including permanent staff, contractors, and strategic partners. * Ensure appropriate capability, capacity, and skills are in place to meet operational and delivery commitments. * Manage agency resources and external vendors to ensure high\-quality outcomes. * Foster a performance‑driven, collaborative culture across globally distributed teams. **Risk, Governance \& Stakeholder Engagement** * Ensure risks and issues related to owned platforms, programmes, and projects are **identified, recorded, and actively managed**. * Escalate and remove blockers in a complex, matrix organisation, engaging senior stakeholders as required. * Act as the primary point of contact for GenAI BAU service governance. * Partner with business stakeholders to ensure AI services meet operational and business expectations. * Drive user adoption, service awareness, training coordination, and feedback management. * Present operational dashboards, service reviews, risk reports, and improvement plans to leadership. * Ensure Timely Communication to stakeholders during outages, High Impact Incidents and Changes. * Support AI Governance and Responsible AI processes through engagement with **Architecture Review Boards and****AI/ML****Architects** * Ensuring close alignment to internal \& external regulatory and compliance requirements, Quality, Governance \& Data Lifecycle Audits with no critical or high findings or violation against them. **Qualifications \& Skills:** We are looking for professionals with these required skills to achieve our goals: Strong Hands\-on expertise in: * deployment, implementation, operations and service delivery of**Generative AI and Large Language Models (LLMs)****like gpt4\.o, 4\.1 and 5\.x (Must)****.** * Supporting enterprise AI platforms and cloud ecosystems. * Azure Open AI Services (Must) * Prompt management and AI governance. * API integrations and AI workflows * AI monitoring and observability tools * Security and compliance controls for AI systems * Strong understanding of LLMOps / MLOps operational frameworks. * Strong understanding of Understanding of cloud infrastructure, networking, IAM, and enterprise security. * Strong understanding of Data Security, Privacy, Governance and Compliance * Strong Experience in Incident, Change and Problem Management with ITIL best practices. * Disaster recovery and resilience * Quality and compliance adherence **CI/CD implementation using:** * Git‑based source control * Azure DevOps or GitHub * Proven people leadership and team management capabilities. * Strong stakeholder management and communication skills, with the ability to influence across technical and non‑technical audiences. * Excellent analytical and problem‑solving skills with a pragmatic, delivery‑focused mindset. * Ability to operate effectively in a fast‑paced, highly regulated, matrix organisation. * Strong understanding of business objectives and operational priorities. * Strong focus…