GBS Service Management Lead

Key Responsibilities

Performance Monitoring & Reporting

• Track and report on service performance against agreed KPIs, SLAs, and OLAs.
• Maintain an accurate and current service catalogue to enable effective demand management and support stakeholder engagement
• Analyse service demand and consumption trends to ensure responsiveness to evolving business needs.
• Maintain dashboards and reporting tools to provide visibility into service health.

Continuous Improvement & Innovation

• Monitor the impact of innovation and continuous improvement initiatives.
• Collaborate with partners to identify and implement service enhancements.
• Promote a culture of service excellence and proactive problem-solving.

Stakeholder Engagement & Governance

• Facilitate regular service review meetings with providers and internal service recipients.
• Gather feedback from business functions and ensure actionable improvements are implemented.
• Maintain governance frameworks to support effective service delivery and escalation management.

Strategic Oversight

• Support strategic planning and transformation initiatives within the GBS function.
• Ensure service delivery aligns with organisational goals and compliance standards.
• Contribute to contract reviews and provider performance assessments.

Technology

• Lead the management of key foundational technology platforms used by our partners, ensuring robust collaboration with the internal technology team.
• Coordinating platform operations, upgrades, and resilience initiatives to maintain high availability, reliability, and compliance.
• Driving continuous improvement and innovation in platform services, leveraging feedback from business and technology teams to enhance service quality and operational efficiency.

Qualification & Requirements

Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular:

• 5–8 years’ experience in service management, preferably within a GBS or shared services, environment; including 2–5 years in a leadership role managing suppliers.
• Bachelor’s or master’s in a relevant field.
• Strong knowledge of ITIL, service governance and performance management
• Skilled at building business relationships and supporting business strategies.
• Customer-focused approach to planning and delivery.
• Advanced analytical and problem-solving skills, with knowledge of user experience best practices.
• Ability to influence cross-functional teams and senior leadership

Benefits

No information available.