Principal Engineer - Cross Functional Services Engineering

Job Summary

We are seeking a Principal Engineer, Cross Functional Services Engineering (CFSE) to lead the design, delivery, and continuous evolution of enterprise service management solutions across Haleon. This role combines deep technical expertise, product ownership, stakeholder management, and program leadership to drive innovation and operational excellence across critical platforms, primarily ServiceNow and OpsRamp.

As a key member of the CFSE Engineering team, you will partner with business and technology stakeholders to define strategic roadmaps, deliver scalable solutions, and ensure the effective operation of enterprise services. You will oversee one or more products and capabilities including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB, Event Management, LSD, IRM, Employee Self-Service, Strategic Portfolio Management, HR Service Delivery, Customer Service Management, Integration Frameworks, Monitoring Tools, AIOps, and Command Centre solutions.

You will lead Agile product teams and managed service partners, ensuring successful delivery of programs, platform enhancements, integrations, and custom application development while aligning with Haleons enterprise architecture strategy. The role requires a strong balance of technical leadership, product ownership, program management, and stakeholder engagement to drive business value and continuous improvement.

Role Responsibilities

• Lead the design, implementation, and continuous improvement of enterprise service management solutions across the CFSE portfolio.
• Act as an Architect and Product Owner for one or more service domains, including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB,LSD, IRM, Event Management, Employee Self-Service, Strategic Portfolio Management, HR Service Delivery, Customer Service Management, Integrations, AIOps, or Monitoring platforms.
• Develop and maintain product roadmaps, ensuring alignment with business priorities, technology strategies, and enterprise architecture standards.
• Partner with business and technology stakeholders to understand requirements, identify opportunities, and deliver innovative solutions that create business value.
• Direct Agile DevOps squads and managed service partners to deliver product enhancements, platform capabilities, and transformation initiatives.
• Oversee the operational performance, support, and continuous improvement of assigned products and services.
• Lead large-scale integration and automation initiatives, ensuring seamless connectivity across platforms and enterprise systems.
• Provide technical leadership and guidance on platform architecture, custom application development, and integration frameworks.
• Apply strong program and project management discipline to manage multiple initiatives, risks, dependencies, budgets, and delivery milestones.
• Collaborate with the CTO Enterprise Architecture team to ensure alignment with Haleons technology ecosystem and strategic direction.
• Drive service excellence through governance, reporting, performance management, and vendor oversight.
• Foster strong relationships with stakeholders, influencing decision-making and building trusted partnerships across the organization.

Basic Qualifications

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 10 to 15 years of experience in Enterprise Service Management, ServiceNow platform engineering, IT Operations, or related technology domains within large, complex organizations.
• Significant experience in Enterprise Service Management within a large, complex corporate environment.
• Proven experience delivering technology projects and programs from inception through implementation.
• Strong expertise in the ServiceNow platform, including configuration, development, administration, and platform governance.
• Experience managing Agile product teams and delivering solutions through DevOps practices.
• Strong understanding of IT Service Management (ITSM) and IT Operations Management (ITOM) processes.
• Experience designing and implementing enterprise integrations, APIs, and web services.
• Demonstrated ability to manage vendor and managed service provider relationships.
• Strong stakeholder management, communication, and relationship-building skills.
• Experience leading cross-functional teams and driving strategic technology initiatives.

Preferred Qualifications

• Advanced knowledge of ServiceNow modules such as ITSM, ITOM, CMDB,LSD, IRM, HR Service Delivery, Strategic Portfolio Management, and Customer Service Management.
• Experience with monitoring, event management, AIOps, observability, and command center solutions.
• Strong enterprise architecture experience, including integrating multiple platforms and designing common service management ecosystems.
• Hands-on experience with automation frameworks, integration platforms, and custom application development.
• Proven track record of delivering large-scale transformation programs through third-party partners and managed service providers.
• Experience with ServiceNow Project & Portfolio Management (PPM) and large-scale program governance.
• Knowledge of cloud operations, Cloud FinOps, and service integration frameworks.
• Experience driving continuous improvement initiatives and operational excellence programs.
• ServiceNow certifications and/or relevant industry certifications in ITSM, Agile, Architecture, or Program Management.
• Ability to influence senior stakeholders and contribute to strategic technology planning.

Team Overview

The Cross Functional Services Engineering (CFSE) team is part of the Haleon CTO organization and is responsible for enabling and optimizing enterprise service management capabilities across the business. The team supports and evolves critical functions including:

• Self-Service Portal
• Incident and Major Incident Management
• Change Management
• Configuration Management Database (CMDB)
• LSD and IRM
• Service Integration & Management (SIAM)
• Cloud FinOps
• Finance Operations
• Project Delivery Framework
• Tech4Tech Automation
• Vendor Performance Management

The team plays a pivotal role in driving digital transformation, service excellence, automation, and operational efficiency across Haleons technology landscape.

This role is based in Bangalore

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