GBS Service Management and Continuous Improvement Lead
Clyde and Co
Europe, United Kingdom, Scotland, Glasgow
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Salary
Rank
Senior Manager
Responsibility
Process Roles
Scope
Regional
Workplace
Hybrid
Functions
IT
Legal
Marketing
Reports to
Head of GBS Service Delivery
Level
N-2
Travel Max:
0%
Posting Date
05-17-2025
Description
As our GBS Service Management and Continuous Improvement Lead, you’ll play a pivotal role in ensuring the efficient delivery of services across our Global Business Services (GBS) environment. Reporting to the Head of GBS Service Delivery, you’ll lead performance monitoring, service improvement initiatives, governance frameworks, and business continuity planning. You’ll also champion operational excellence across teams and manage projects that enhance service quality.
Key Responsibilities
- Design and implement a robust service management framework aligned to business goals
- Lead service performance reviews, reporting, and stakeholder engagement
- Drive continuous improvement initiatives across GBS, including process optimisation and automation
- Oversee quality control, issue resolution, and compliance monitoring
- Lead the development and testing of the Business Continuity Plan
- Mentor colleagues in operational excellence and support cultural change
- Manage third-party service provider relationships
Qualification & Requirements
- A degree in a relevant field
- Proven service management experience, ideally in a shared services or professional services environment
- Excellent communication and relationship-building skills
- A self-starter mindset with a strong focus on delivery and outcomes
- Experience with process improvement, data-driven decision making, and project management principles
- Inclusive leadership and a collaborative spirit
Benefits
- Be part of the founding team of our new Global Business Services function in Glasgow
- Enjoy a bright, modern office space in the heart of the city
- Hybrid working that gives you the flexibility
- Life Assurance from day one, access to a lifestyle discount platform, season ticket loans and mortgage advice
- A 24/7 Employee Assistance Programme and a dedicated Wellbeing Day
- Career Growth – Learn and develop with support from our dedicated L&D team, offering online courses and self-paced learning
- Collaborate with colleagues across the globe, including the Middle East and Africa
- Join a culture that values individuality, inclusion, and innovation
Company Profile
Clyde and Co
Industry
Law Practice
Revenue
$1.12B
Employees
5,500
Fortune 500 Rank
NA
Global 500 Rank
NA
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