Accenture
GBS Service Management & Performance Lead (Manager)
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About Finance Reinvention Partner
Accenture’s Finance Reinvention Partner helps CFOs and finance leaders reinvent how finance creates and protects enterprise value—bringing together strategy, operating model, data, AI and technology to improve performance, insight, control and execution. In the UK and Ireland, the practice combines finance strategy and transformation capabilities with the enterprise platforms that enable them, including SAP, Oracle, Workday and enterprise performance management solutions.
Our GBS and Operating Model team helps clients design and implement how finance and other enterprise services should be organised and delivered across retained functions, Global Business Services, Global Capability Centres, Centres of Excellence and external service providers. We support the full transformation journey—from strategy, value case and target operating model through detailed design, mobilisation, implementation, service management and continuous improvement—embedding data, automation and AI to create scalable, resilient and value-led operations.
Why this role
This role designs how GBS interacts with its customers, manages services and proves performance once the operating model is live. You will define the service-management framework and the experience, governance, data and technology needed to make it work.
The role expands the initial scope beyond framework definition to include service experience, end-to-end performance, provider integration, digital workflow and continuous improvement — the elements most consistently expected in current market roles.
What you'll bring
- Relevant GBS and service-management experience. At least 6 years’ relevant experience across GBS, shared services, enterprise service management, service design, operations transformation or consulting. You will have led a meaningful service-management design or implementation workstream from assessment through detailed design and into implementation readiness, adoption or stabilisation.
- GBS service operating-model depth. Strong understanding of how services are organised across retained functions, GBS/GCC delivery teams, Global Process Owners, Centres of Excellence and external providers. You understand the relationship between service ownership, process ownership, delivery accountability and business relationship management.
- Service portfolio and governance experience. Practical experience defining service portfolios and catalogues, service boundaries, ownership, customer groups, access routes, service levels, governance forums, escalation paths and service-lifecycle arrangements.
- Internal-customer and service-experience capability. Experience using customer or employee insight, service journeys, interaction data and feedback to improve service access, transparency, knowledge, self-service and resolution. You understand that service experience must be balanced with control, efficiency and operational practicality.
- Performance-management expertise. Experience designing service-performance frameworks that combine operational, outcome, experience, quality, control, capacity, productivity and value measures. You understand how to establish clear metric definitions and ownership and how to use service reviews and performance insight to trigger action.
- Service integration and provider-governance understanding. Experience designing hand-offs, service acceptance, issue resolution, escalation and performance governance across internal teams and, where relevant, outsourced or managed-service providers. Detailed sourcing, contracting and commercial negotiation expertise is not required.
- Technology and data fluency. You understand how workflow and case-management platforms, service portals, knowledge tools, integration, analytics, automation and AI enable the GBS service model. You can define the relevant business, data and control requirements, challenge solution options and assess the implications for roles, channels, routing, controls and human oversight. Hands-on configuration expertise is not required.
- Manager-level consulting and delivery capability. You can independently lead a defined client workstream, facilitate structured workshops, manage a small team, develop high-quality executive materials and build trusted relationships across GBS, functional, operational and technology stakeholders.
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What you'll be accountable for
- 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. Establish the governance forums, service-review routines and escalation routes required to manage the model.
- 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. Define SLAs and OLAs where appropriate, together with metric definitions, calculation logic, source data, ownership, data-quality requirements, reporting cadence and intervention thresholds.
- 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. The role governs and enables improvement rather than personally delivering every process-improvement initiative.
- 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. Define how these capabilities affect channels, roles, decision rights, controls, exception handling and human oversight.
- Translate the service-management design into clear business, data and control requirements for technology, architecture and data specialists. Maintain alignment between the operating-model intent and the enabling solution without owning platform configuration.
- 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. Support pilots, service transition and early-life stabilisation.
- Lead the assigned client workstream and a team, managing scope, deliverables, risks, dependencies and quality. Produce executive-ready recommendations and contribute to proposals, points of view and reusable GBS service-management assets.
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About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com
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