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.
The Generative 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.
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.
Monitor AI platform usage, system health, response quality, latency, and operational risks.
Oversee incident, problem, change, and release management, applying ITIL best practices.
Govern production changes, releases, model updates, prompt changes, and AI configuration deployments.
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.
Technical Leadership & Hands‑On Contribution
Release & Environment Management
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.
Risk, Governance & Stakeholder Engagement
Ensure risks and issues related to owned platforms, programmes, and projects are identified, recorded, and actively managed.
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).
Strong understanding of Understanding of cloud infrastructure, networking, IAM, and enterprise security.
CI/CD implementation using:
Strong focus on Service Improvement Initiatives, Quality of Service, Compliance adherence, Security of data and IT resources.
Minimum 10 years’ experience in IT Operations Management, Data Platform Operations Management, Technical Service Delivery or a related role with at least 3+ years supporting AI/GenAI platforms and services.
Familiarity with Haleon Quality System principles, policies, procedures, and standards is preferred.
Job Posting End Date
2026-06-30
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.
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.
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.
