GBS Service Management & Performance Lead (Manager)

Overview

In this role you help CFOs and finance leaders reinvent finance operations by integrating strategy, operating models, data, AI and technology to improve value, insight and control. You will shape how GBS services are provided, managed and measured, collaborating with cross-functional teams to design scalable, value-led service models. The role emphasizes governance, performance, and continuous improvement within a global finance transformation context. You will work with clients to define end-to-end service experiences and drive measurable improvements.

Responsibilities

• Assess current GBS service-management models and diagnose pain points across portfolios, channels and governance
• Design the target GBS service-management framework including portfolio, boundaries, ownership, SLAs and lifecycle
• Define roles, decision rights and escalation routes across GBS leadership, process owners and external providers
• Map customer access and experience for GBS services, including service journeys, channels, self-service and knowledge
• Develop service-performance and reporting framework with outcome, quality, experience, control and cost-to-serve measures
• Define cross-tower and provider integration, end-to-end hand-offs, and governance for cross-boundary services
• Establish improvement governance and backlog management with root-cause analysis and prioritisation
• Assess operating-model implications of technology, data, automation and AI and align with solution options
• Translate service-management design into business, data and control requirements for architecture and data specialists
• Develop implementation roadmap, governance terms, procedures, training materials and adoption supports
• Lead client workstreams and teams, produce executive materials and contribute to proposals

Key requirements

• Finance functional knowledge and experience in finance functions, shared services, GBS or finance transformation
• At least 6 years of relevant experience in GBS, shared services, service management, operations transformation or consulting
• Experience leading service-management design or implementation workstreams from assessment to implementation readiness
• Strong understanding of service ownership, process ownership, delivery accountability and business relationship management
• Experience defining service portfolios, catalogues, service levels, governance and lifecycle arrangements
• Experience using customer/employee insight and service journeys to improve access, transparency, knowledge, self-service and resolution
• Experience designing service-performance frameworks with metrics, ownership and action triggers
• Experience designing cross-provider service integration, escalation and governance across internal and external teams
• Knowledge of workflow/case-management platforms, service portals, analytics, automation and AI enabling the GBS service model
• Ability to lead a client workstream, facilitate workshops, manage a team and build executive relationships

• Stakeholder management
• Communication and presentation
• Facilitation of workshops
• Workflow and case-management platforms
• Service portals and knowledge tools
• Analytics and AI enablement for service models

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