GBS Service Management & Performance Lead

Accenture PLC; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Accenture PLC in London seeks a seasoned GBS service-management expert to design and implement the target operating model for finance and enterprise services. You will shape the service-management framework, governance, and performance metrics, engaging retained functions, GBS teams and external providers to drive value and continuous improvement.

The role requires deep experience in service design, portfolios, catalogues, and cross-tower integration, with a proven ability to lead client

Qualifications

• At least 6 years’ relevant experience across GBS, shared services, enterprise service management, service design, operations transformation or consulting.
• Experience leading a service-management design or implementation workstream from assessment through detailed design and into implementation readiness.
• Strong understanding of how services are organised across retained functions, GBS/GCC delivery teams, Global Process Owners, Centres of Excellence and external providers.

Responsibilities

• Assess the current GBS service-management model, including the service portfolio, service definitions, customer groups, access channels, demand patterns, request and case handling, service ownership, governance, performance data, provider interfaces, enabling technology and the root causes of service-user and operational pain.
• Lead the design of the target GBS service-management framework, covering the service portfolio and catalogue, service boundaries, customer eligibility, service ownership, delivery responsibilities, service levels, controls and the lifecycle for introducing, changing and retiring services.
• Define roles, accountabilities and decision rights across GBS leadership, service owners, Global Process Owners, retained functions, service relationship managers, delivery teams and external providers.
• Design how internal customers access and experience GBS services, including customer segmentation, service journeys, channels, self-service, knowledge, request and case management, routing, tiered support where appropriate, status transparency, communications and feedback mechanisms.
• Develop the service-performance and reporting framework, including outcome, quality, experience, control, productivity, capacity, value and cost-to-serve measures.
• Design finance cross-tower and provider service integration, including end-to-end hand-offs, service acceptance, issue resolution, demand and capacity management, escalation, provider-performance governance and accountability where a service crosses organisational or supplier boundaries.
• Establish how performance insight will drive improvement, including root-cause routines, prioritisation criteria, ownership of improvement actions, benefits tracking and the governance of a continuous-improvement backlog.
• Assess the operating-model implications of technology, data, automation and AI, including workflow, case management, portals, knowledge, analytics, virtual agents, intelligent routing and agent-assist capabilities.
• Translate the service-management design into clear business, data and control requirements for technology, architecture and data specialists.
• Develop the implementation roadmap and practical service-management assets, including service definitions, governance terms of reference, operating procedures, service-review packs, reporting requirements, training and adoption materials.
• Lead the assigned client workstream and a team, managing scope, deliverables, risks, dependencies and quality.

Skills

GBS experience

Service-management

Operations transformation

Consulting

Data & AI fluency

Stakeholder management

Workflow platforms

Tools

SAP

Oracle

Workday

Job description

Accenture PLC in London seeks a seasoned GBS service-management expert to design and implement the target operating model for finance and enterprise services. You will shape the service-management framework, governance, and performance metrics, engaging retained functions, GBS teams and external providers to drive value and continuous improvement.

The role requires deep experience in service design, portfolios, catalogues, and cross-tower integration, with a proven ability to lead client