Purchase to Pay Service Delivery & Process Lead

Job Description | GBS Purchase to Pay (PTP) Service Delivery & Process Lead

Department:
Finance - Global Business Services

Location:

Glasgow

Type:
Full Time

Working Pattern: +2 days working from the office, 3 days remote

There is no better time to join our Glasgow team. Our Business Services function is undergoing an exciting transformation, creating a strong foundation for scalable, standardised and high-quality global service delivery. You will play a key role in optimising business operations as part of a market-leading global law firm that works as one to achieve its ambitions. In a fast-paced and collaborative environment, you will work alongside supportive colleagues, where your expertise and insight will help shape future-state processes and ways of working.

We are seeking a proactive, commercially minded and detail-focused Purchase to Pay (PTP) Process lead with strong service delivery and process management experience. The role is accountable for the effective end-to-end service delivery of the PTP process, ensuring agreed service levels are met across all Accounts Payable teams. The PTP Service Delivery & Process Lead is accountable for the end‑to‑end ownership, design, governance, service performance and continuous improvement of the Purchase to Pay process, covering Accounts Payable, supplier management and employee expenses.

This includes accountability for global service delivery outcomes across all supported locations, ensuring a consistent, high-quality experience for the business.

Working closely with Finance leadership, GBS teams and key stakeholders across the firm, the Process Lead will provide subject‑matter expertise, performance insight and best-practice guidance, ensuring that PTP processes are efficient, compliant, well-controlled and consistently applied across the organisation. The role will act as a key point of escalation for PTP‑related process issues and will support partners, fee earners, suppliers and employees by ensuring accurate and timely payments.

• Own and maintain the end to end Purchase to Pay process, including vendor management, invoice processing, disbursements, expenses, supplier reconciliations, queries and payments.
• Define and maintain clear process standards, controls and operating procedures, ensuring consistency and compliance across all supported locations.
• Ensure robust controls are embedded and operating effectively, regularly monitoring compliance, data integrity and risk exposure, and driving remedial action where required.
• Ensure compliance with relevant legal, regulatory and firm policy requirements in all jurisdictions supported.

• Accountable for end‑to‑end PTP service delivery performance, ensuring services are delivered in line with agreed SLAs, KPIs and customer expectations across all accounts payable teams.
• Monitor service performance, operational issues and control breaches, acting as the primary point of escalation for material PTP service delivery issues and driving timely resolution.
• Proactively identify service risks, capacity constraints and performance trends, implementing corrective actions to protect service quality and business outcomes.
• Develop and maintain process performance metrics, providing insight into trends, root causes and improvement opportunities.
• Identify, prioritise and lead continuous improvement initiatives to enhance efficiency, quality, customer experience and scalability.
• Act as the PTP subject matter expert, providing guidance and challenge on process design, change initiatives and system enhancements.

• Provide clear service performance reporting and insight to Finance leadership and key stakeholders, including service issues, root causes, remediation actions and improvement outcomes.
• Build and maintain strong working relationships with Finance leadership, accounts payable teams and key stakeholders across the firm.
• Liaise with stakeholders to understand business needs, assess priorities, manage issues and escalations, and communicate process performance and changes.
• Suppor…