GBS Service Management Lead

Reporting to the Head of Global Business Services, the GBS Service Management Lead is a critical enabler of GBS success. As a senior member of the GBS team, the Service Management Lead is responsible for overseeing the operational performance of the partners, ensuring alignment with business needs, and driving continuous improvement across service delivery.

Acting as the key interface between the GBS operations and the business stakeholders, this senior member of the GBS function is responsible for

Monitoring and reporting on the operational service and performance (against agreed KPIs, OLAs/SLA).Measuring and tracking service demand and consumption, monitoring trends and ensuring the partner remains responsive to changing business need.Monitoring innovation / impact of continuous improvement initiativesReviewing measures with the provider and service recipients / functions, gathering feedback and ensuring improvements are implemented effectively

What Youll Get   People are at the heart of what we do here, so its essential we provide you with the right environment to perform at your very best.       Lets talk lifestyle: Healthcare, pension, and potential bonus. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria.

What Youll Do as a GBS Service Management Lead;

Performance Monitoring & ReportingTrack 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 engagementAnalyse 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 & InnovationMonitor 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 & GovernanceFacilitate 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 OversightSupport 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.TechnologyLead 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.

What Youll Bring   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.Bachelors or masters in a relevant field.Strong knowledge of ITIL, service governance and performance managementSkilled 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

Does this sound like you? Great, because we cant wait to see what youll bring. Youll be supported within a team of equally capable people, celebrating who you are and aiding you reach your potential. At Primark, were excited about our future - and were excited to develop yours.     About Primark   At Primark, people matter. Theyre the beating heart of our business and the reason weve grown from our first store in Dublin in 1969 to a £9bn+ turnover business and over 80,000 colleagues and over 440 stores in 17 countries today. Our values run through everything we do. In essence, we're Caring and always strive to put people first. We're also Dynamic, bravely pushing the boundaries to stay ahead. And finally, we succeed Together.  

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Our fashion isnt one-size-fits-all and neither is our culture. Primark promotes equal employment opportunity, we strive to create an inclusive workplace where people can be themselves, access opportunities and thrive together.

 

If you require extra support at any stage of the selection process, please get in touch with our team at [email protected].

REQ ID: JR-2874