GBS Director, Service Performance, Insights & Data

Key Responsibilities

Service Performance, Insights & Data In AstraZeneca GBS Includes

• Reporting on performance: service line KPIs, SLAs and Customer Satisfaction from NPS to CSAT.
• Identification of gaps of performance and collaborate with service lines and process excellence to improve performance and outcomes.
• Own project tooling and reporting, establish standardised reporting, ensuring reported data is accurate, timely, and easily accessible for GBS GBS Portfolio governance, insights and decision-making
• Business ownership of reporting dashboards and scorecard evolution and design.
• Report service line performance alongside costs and pricing, in collaboration with finance.
• Provide data-driven insights and recommendations—translating metrics into decisions, building business cases, and sharing best practices—to shape service design, enable transformation and continuous improvement, assess new opportunities, and ensure GBS services deliver measurable value against agreed outcomes.

What You Will Do

Shape the service performance strategy

• Set a performance framework, develop and implement the strategic plan for GBS performance excellence, built together with the GBS leadership teams, aligned to the GBS and AstraZeneca strategy. Plans will evolve with the ongoing growth and transformation of GBS. Bring external and internal thought leadership to the solutions.
• Understand the different types of services, different GBS customers, and demands on GBS as GBS evolves.

Provide insights and data

• Performance framework design: Define and maintain the service catalogue, KPIs, SLAs, and target-setting methodology across functions ensuring measures are outcome-oriented, traceable, and aligned to strategy.
• Data stewardship and governance: Own the semantic layer and metric definitions, validate source data quality, and manage lineage and reconciliation to financials so reports are consistent, auditable, and trusted.
• Reporting and dashboards: Build and iterate operational dashboards, surfacing trends and exceptions with clear narratives, and standardizing views across regions and service lines.
• Insight generation: Decompose performance into volume, productivity, quality, cost, and experience drivers; run variance analysis and root-cause diagnostics; quantify impacts (price/volume/mix) and recommend actions with benefits cases.
• Forecasting and planning support: Partner with finance to develop a more efficient and automated financial planning process, produce business cases for new growth opportunities and transformation/ improvement projects.
• Continuous improvement and value realization: Identify process bottlenecks and waste, prioritize improvement opportunities, define KPIs for benefits tracking, and verify realized savings, service-level improvements, and customer experience gains.
• Stakeholder engagement: translate complex analytics into plain language, and align actions with service leads, strategy and performance directors and finance partners.
• Benchmarking and external insights: Compare cost-to-serve, cycle times, and quality against internal peers and market benchmarks; highlight gaps and pragmatic pathways to reach top-quartile performance.
• Controls and compliance: Ensure policy adherence for data usage, privacy, and regulatory requirements; embed checkpoints in the reporting process to prevent errors and misinterpretation.
• Tooling and enablement: Support selection and adoption of BI tools, process mining, workflow analytics, and OKR frameworks; coach teams on metric literacy and storytelling with data
• Analyse performance, cost-to-serve, and customer sentiment data (CSAT/NPS) to identify root causes, performance variance drivers, and cross-GBS improvement opportunities.
• Convert analytics into clear recommendations and measurable interventions, embedding insights into roadmaps and performance reviews and tracking benefits realisation

Deliver Service Performance

• Leadership
  • Build and support service line leaders to efficiently and effectively report on service performance identifying issues and associated plans for improvement as appropriate.
  • Be, and be seen to be, an expert in service performance across GBS. Bring external insight and share internal best practice.
  • Lead, through influence, initiatives to empower employees across GBS and build a culture and environment of service performance excellence.
  • Lead a team of BAs to capture, document, and validate requirements across GBS service lines, using consistent standards for elicitation, traceability, prioritisation, and change control aligned to Service Design and Transition
  • Delivery
  • Own GBS reporting and monitoring technology platforms, including owning the ongoing improvements and continuous development to provide improving access for GBS customers to service delivery information.
• Setting the Standards
  • Develop and implement clear policies, frameworks and guidelines for service performance.
  • Monitor service performance, capture and share best practices.
  • Visible Performance Management
  • Deliver clear, regular, visible performance updates to service line leaders, GBS leadership teams, and Senior Executives (SET, SET-1, VP) across AstraZeneca.
• Training and Coaching
  • Own and improve training and coaching on service performance across the organisation
  • Innovation:
  • Through collaboration with IT, drive innovation in our service performance tools. Embed access to GBS performance so that GBS services and performance are easy to understand.

Qualification & Requirements

Essentials

You have a background in business process performance reporting, data and insights and are passionate about leading and creating and environment of excellence in delivery. You are results-orientated and have experience of delivering across matrix design organisations, influencing across broad groups of stakeholders. You can drive decision making and are willing to take smart risks by thoughtfully challenging the status quo. You are motivated by a fast-paced and dynamic business environment, lead through ambiguity positively and get results by influencing.

• Extensive experience with process performance reporting, defining SLAs, KPIs and Customer Satisfaction surveys.
• Experience of delivering best practice through insights, data and analysis.
• 5 years plus experience of working in a Global Business Services operation across multiple functions
• Experience of working with a service management tool, preferably Service Now and Reporting applications, i.e Power BI
• Highly developed organizational, planning, management skills and oral communication skills and work effectively with others
• Ability to clearly communicate/ influence employees through major changes, capable of building strong relationships across a matrix organisation
• Ability to define priorities and focus on areas that add the most value
• Strong analytical and problem-solving skills, providing actionable, data backed, insights.
• Financial acumen – of budget setting, cost management and performance management.

Preferred

• Significant global experience & broad perspective of pharmaceuticals organisation
• Experience of working with Process Document application, BIC
• Relevant Process Excellence qualifications such as Six sigma/ lean
• AI literacy: Practical use of AI-enabled analytics and assistants to speed insight generation and reporting.
• Responsible AI: Evaluate, pilot, and scale AI use cases with strong data governance and ethic

Benefits

No information available.