Principal, Technology Architect (CFSE)

The Principal Architect, Cross Functional Services Engineering (CFSE) role is a strategic leadership position within the CH CTO organization, responsible for designing, governing, and evolving enterprise service management capabilities across Haleon. Working closely with fellow Principal Technology Architects, Product Owners, business stakeholders, and technology teams, this role drives the vision, architecture, delivery, and continuous improvement of critical enterprise platforms, with a strong focus on the ServiceNow ecosystem.

The role combines enterprise architecture, product ownership, program management, stakeholder engagement, and service excellence. The successful candidate will ensure that enterprise service platforms deliver business value, enable automation, improve user experience, and support proactive service operations across the organization.

Role Responsibilities

Product Strategy, Architecture & Ownership

Serve as Product Owner for one or more enterprise platforms and services, including:

IT Service Management (ITSM)

IT Operations Management (ITOM), including CMDB and Event Management

Employee Self-Service

IT Business Management (ITBM)

Integrations & Web Services

Legal Service Delivery

Integrated Risk & Legal (IRL)

Custom Applications

Customer Service Management (Legal, Finance, Procurement)

HR Service Delivery

Test Management tools such as AQM and TOSCA

Monitoring Tools and Command Centre Single Pane of Glass

Design scalable, enterprise-wide solutions that address business and technology requirements.

Develop and maintain high-level solution designs, platform roadmaps, and future-state architecture.

Ensure alignment with enterprise architecture standards and the broader Haleon technology ecosystem.

Service Delivery & Operations

Oversee end-to-end delivery, support, and operational performance of assigned products and platforms.

Partner with Service Operations Managers to ensure effective day-to-day service management and operational excellence.

Drive platform stability, reliability, and continuous improvement initiatives.

Ensure alignment across multiple products and platforms through close collaboration with peer Product Owners.

Stakeholder & Business Partnership Management

Build trusted partnerships with business leaders and key stakeholders across Haleon.

Understand business priorities, challenges, and strategic objectives to identify innovative technology solutions.

Act as a strategic advisor during business planning and technology transformation initiatives.

Ensure delivery commitments are met regarding scope, quality, timelines, and business outcomes.

Agile Delivery & DevOps Leadership

Lead and direct Product DevOps Squads to deliver new capabilities and applications using Agile methodologies.

Support and mentor Managed Service Providers (MSPs) in Sprint-based delivery and release management practices.

Leverage ServiceNow Release Management and Project Portfolio Management capabilities to improve delivery outcomes.

Drive adoption of best practices, automation, and continuous process improvement.

Program & Portfolio Management

Apply robust programme management principles across assigned product portfolios.

Manage complex transformation initiatives and workstreams from planning through execution.

Deliver programmes through strategic partnerships with third-party vendors and managed service providers.

Govern project execution using ServiceNow Project & Portfolio Management tools.

Enterprise Architecture & Integration

Collaborate closely with the CH CTO Enterprise Architecture team.

Define and implement enterprise-wide tooling strategies and architecture frameworks.

Design large-scale integrations across platforms, applications, and services.

Build common tools architectures that enable standardization, automation, and proactive operations.

Governance & Reporting

Provide management, operational, and technical reporting to leadership teams.

Monitor platform performance, service metrics, operational health, and programme delivery outcomes.

Support governance activities and ensure compliance with enterprise standards and policies.

Basic Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

15+ years of experience in Enterprise Service Management, ServiceNow, Enterprise Architecture, IT Operations, or related technology domains.

Proven experience managing and governing enterprise-scale Service Management platforms in large global organizations.

Strong experience in delivering complex technology programmes, platform transformations, and large-scale implementations.

Expertise in stakeholder management, business partnering, and influencing senior leadership.

Experience leading cross-functional teams, Agile delivery squads, and Managed Service Providers (MSPs).

Strong understanding of IT Service Management (ITSM) processes, including Incident, Change, Problem, and Service Request Management.

Experience developing high-level solution designs, technology roadmaps, and enterprise-wide architectures.

Demonstrated experience in large-scale platform integration and solution delivery.

Excellent communication, leadership, analytical, and problem-solving skills.

Preferred Qualifications

Deep technical expertise in the ServiceNow platform, including architecture, implementation, and governance.

Experience with ServiceNow modules such as:

IT Operations Management (ITOM)

CMDB

Event Management

Customer Service Management (CSM)

HR Service Delivery (HRSD)

ServiceNow Certified System Administrator, Certified Application Developer, Certified Implementation Specialist, or Certified Technical Architect certifications.

Strong enterprise architecture experience, including designing integrated tool ecosystems and automation frameworks.

Experience with monitoring, observability, event management, capacity management, and command center operations.

Expertise in Agile, DevOps, Release Management, and Product Ownership practices.

Experience using ServiceNow Project & Portfolio Management (PPM) for programme governance and delivery.

Exposure to testing and quality management tools such as AQM and TOSCA.

Proven ability to drive service modernization, automation, and proactive operations strategies.

Experience supporting global business functions such as HR, Finance, Procurement, Legal, and ERP through enterprise service management platforms.

Strong consulting mindset with the ability to identify innovative solutions and influence strategic decision-making.

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

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.