Head of ERP Service Management

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 Head of ERP Service Management plays a critical role in ensuring Haleon’s ERP Applications enable our enterprise business processes to be available and useable by users and are operated and governed in a consistent, scalable, compliant and future fit way.

This role sits at the core of the ERP organization — across both the Legacy SAP Applications (SAP ECC, SAP APO, SAP BW etc) as well as the modern and digital ERP suite of applications post implementation (S/4 HANA, SAP IBP, SAP BDC etc).

The Head of ERP Service Management acts as **Owner of all ERP Services** and is accountable for the delivery of **consistent ITIL based ERP support services** to Global ERP users across Haleon.

The Head of ERP Service Management will work with our external Partners as well as internal stakeholders to successfully manage the delivery of Critical ERP Support SLAs and KPI to ensure ERP service levels remain fit for purpose.

• *Key Responsibilities:**

For the Legacy SAP ERP and Digital SAP S/4 HANA based Applications

• Define, Own and Operate ITIL Service Management Processes: Incident, Problem, Transition, Major Incident, Service Requests Management Processes, Change and Release Management.
• Deploy and ensure successful operations of consistent ITIL Service Management processes across all in scope ERP applications.
• Manage Service Escalations raised by colleagues and stakeholders.
• Ensure all in scope applications and change remain compliant to GxP, CAF and SoX needs for in scope activities (Change/ Release, Demand Delivery , Test Mgmt etc)
• Drive IT Service Partners to deliver support service within agreed SLAs.
• Drive Accountability via effective Service Reporting and Governance processes.
• Creation of clear Service Improvement Plans to address issues and remain within budgets
• Drive Adoption and adherence of IT Service Management process in a transparent and measurable manner.

• *Governance \& Decision\-Making**

• Resolve ERP service issues, conflicts, and dependencies.
• Minimise deviations to global standards and ensure adherence to governance frameworks.
• Define process KPIs, controls, and continuous improvement mechanisms.

• *Cross\-team Collaboration**

• Partner with Business Process Owners, Solution Leads, Architects, IT Business Partners, Process Experts, and Business Users to ensure seamless ERP service operations
• Collaborate closely with Data, Compliance Cyber Security, Architecture, Testing, and Change teams.

• *Operations, Continuous Improvement \& Innovation**

• Ensure business process availability to the business via closely working with Outsourced Partners and ERP Solution Experts
• Monitor process and service performance and identify opportunities for improvement, simplification, automation, and digitisation.
• Ensure the ERP applications continues to evolve to support Haleon’s long\-term strategy.

• *Profile \& Experience**

• Experience in delivering SAP / ERP projects
• Experience in heading or leading a large SAP S/4 HANA Operations practice or SAP Project Delivery capability is a must
• SAP S/4 HANA RISE experience
• Manage Outsourced Partners
• Team capacity and resource management
• Project Planning , Scheduling and SAP Delivery Methology
• **Independently manage escalations from Business Counterparts**

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• *Job Posting End Date**

2026\-06\-30**Equal Opportunities**

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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**
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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**
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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.