GBS Service Experience & Performance Lead

Accenture UK & Ireland; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Accenture’s Finance Reinvention Partner is seeking a senior GBS and Operating Model specialist to design and implement service-management frameworks with a focus on performance, governance and continuous improvement. The role covers portfolio design, provider integration and end-to-end service experiences across retained functions and external providers.

You will lead client workstreams, engage senior stakeholders and shape execution roadmaps, ensuring practical, measurable results in a dynamic

Qualifications

• At least 6 years’ relevant experience across GBS, shared services, enterprise service management, service design, operations transformation or consulting.
• Led a service-management design or implementation workstream from assessment through detailed design and into implementation readiness, adoption or stabilisation.
• Strong understanding of how services are organised across retained functions, GBS/GCC delivery teams, Global Process Owners, Centres of Excellence and external providers.
• Experience defining service portfolios and catalogues, service boundaries, ownership, customer groups, access routes, service levels and governance.
• Experience using customer or employee insight, service journeys, interaction data and feedback to improve service access and transparency.
• Experience designing service-performance frameworks combining operational, outcome, experience, quality, control, capacity and value measures.
• Experience designing hand-offs, service acceptance, issue resolution, escalation and governance across internal and external providers.
• Hands-on awareness of workflow, portals, analytics, automation and AI in a GBS context.

Responsibilities

• Assess the current GBS service-management model, including the service portfolio, definitions, customer groups, access channels, demand patterns and governance.
• Lead the design of the target GBS service-management framework with portfolio, boundaries, eligibility, ownership, delivery responsibilities and lifecycle controls.
• Define roles and decision rights across leadership, service owners, retained functions and providers; establish governance forums and escalation routes.
• Design how internal customers access and experience GBS services, including segmentation, journeys, channels, self-service and knowledge.
• Develop the service-performance and reporting framework, including SLAs and OLAs, metrics, data sources and reporting cadence.
• Design finance cross-tower and provider service integration, end-to-end hand-offs, demand management and governance.
• Establish how performance insight drives improvement, with root-cause routines and a continuous-improvement backlog.
• Assess operating-model implications of technology, data, automation and AI for the GBS service model.
• Translate design into business and data requirements for technology and architecture teams.
• Develop implementation roadmap and assets, support pilots and adoption materials.
• Lead the client workstream and team, delivering executive-ready recommendations and reusable assets.

Skills

GBS service-management

Service-design

Operations transformation

Client workshop facilitation

Executive stakeholder management

Performance frameworks

Provider governance

Technology and data fluency

Job description

Accenture’s Finance Reinvention Partner is seeking a senior GBS and Operating Model specialist to design and implement service-management frameworks with a focus on performance, governance and continuous improvement. The role covers portfolio design, provider integration and end-to-end service experiences across retained functions and external providers.

You will lead client workstreams, engage senior stakeholders and shape execution roadmaps, ensuring practical, measurable results in a dynamic