GBS Service Management & Performance Lead; Manager

Accenture’s Finance Reinvention Partner helps CFOs and finance leaders reinvent how finance creates and protects enterprise value—bringing together strategy, operating model, data, AI and technology to improve performance, insight, control and execution. In the UK and Ireland, the practice combines finance strategy and transformation capabilities with the enterprise platforms that enable them, including SAP, Oracle, Workday and enterprise performance management solutions.

Our GBS and Operating Model team helps clients design and implement how finance and other enterprise services should be organised and delivered across retained functions, Global Business Services, Global Capability Centres, Centres of Excellence and external service providers. We support the full transformation journey—from strategy, value case and target operating model through detailed design, mobilisation, implementation, service management and continuous improvement—embedding data, automation and AI to create scalable, resilient and value‑led operations.

This role designs how GBS interacts with its customers, manages services and proves performance once the operating model is live. You will define the service‑management framework and the experience, governance, data and technology needed to make it work.

The role expands the initial scope beyond framework definition to include service experience, end‑to‑end performance, provider integration, digital workflow and continuous improvement — the elements most consistently expected in current market roles.

Relevant GBS and service‑management experience. At least 6 years’ relevant experience across GBS, shared services, enterprise service management, service design, operations transformation or consulting. You will have led a meaningful service‑management design or implementation workstream from assessment through detailed design and into implementation readiness, adoption or stabilisation.

GBS service operating‑model depth. Strong understanding of how services are organised across retained functions, GBS/GCC delivery teams, Global Process Owners, Centres of Excellence and external providers. You understand the relationship between service ownership, process ownership, delivery accountability and business relationship management.

Service portfolio and governance experience. Practical experience defining service portfolios and catalogues, service boundaries, ownership, customer groups, access routes, service levels, governance forums, escalation paths and service‑lifecycle arrangements.

Internal‑customer and service‑experience capability. Experience using customer or employee insight, service journeys, interaction data and feedback to improve service access, transparency, knowledge, self‑service and resolution. You understand that service experience must be balanced with control, efficiency and operational practicality.

Performance‑management expertise. Experience designing service‑performance frameworks that combine operational, outcome, experience, quality, control, capacity, productivity and value measures. You understand how to establish clear metric definitions and ownership and how to use service reviews and performance insight to trigger action.

Service integration and provider‑governance understanding. Experience designing hand‑offs, service acceptance, issue resolution, escalation and performance governance across internal teams and, where relevant, outsourced or managed‑service providers. Detailed sourcing, contracting and commercial negotiation expertise is not required.

Technology and data fluency. You understand how workflow and case‑management platforms, service portals, knowledge tools, integration,…