GBS Service Performance Lead

Accenture

Dublin

On-site

EUR 90,000 - 120,000

Full time

7 days ago

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Job summary

Accenture is seeking a senior professional to shape and deliver Governance, Business Services and Operating Model design within the Finance Reinvention Partner. You will lead end-to-end service-management design, ensure alignment with retained functions, GBS/GCC teams and external providers, and drive performance metrics and continuous improvement.

The role requires depth in service portfolio design, governance and customer-centric service experiences, along with hands-on leadership of

Qualifications

Experience designing or delivering a service-management workstream from assessment through detailed design and into implementation readiness.
Depth in GBS operating-model and delivery across retained functions, GBS/GCC teams, Centres of Excellence and external providers.
Ability to define service portfolios and catalogues, service boundaries, ownership and governance forums.
Experience using customer insight, service journeys and data to improve service access, transparency and resolution.
Experience designing service-performance frameworks with metrics covering operational, outcome, experience, quality, control and value.
Ability to design end-to-end service integration, hand-offs and governance across internal and external providers.
Knowledge of how technology, data and AI enable the GBS service model and related controls.
Proven manager-level consulting and delivery capability to lead client workstreams and teams.

Responsibilities

Assess the current GBS service-management model including portfolio, definitions, customer groups and demand patterns.
Lead the design of the target GBS service-management framework and lifecycle controls.
Define roles, decision rights and governance forums across leadership and providers.
Design how internal customers access and experience GBS services, including channels and self-service.
Develop the service-performance framework with SLAs/OLAs and data governance.
Design end-to-end service integration and provider governance across boundaries.
Establish improvement routines, root-cause analysis and backlog governance.
Assess operating-model implications of technology, automation and AI on services.
Translate design into business, data and control requirements for tech teams.
Develop implementation roadmaps, training and adoption materials.
Lead the client workstream and a team, delivering executive-ready recommendations.