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, and ensuring that the partner remains responsive to changing business needs. The role also monitors the innovation and impact of continuous improvement initiatives, reviews measures with the provider and service recipients/functions, gathers feedback, and ensures improvements are implemented effectively.
What You’ll Get
People are at the heart of what we do here, so it’s essential we provide you with the right environment to perform at your very best. We offer healthcare, pension, potential bonus, 27 days of leave plus bank holidays (and the option to buy 5 more), tax‑saver tickets, a fitness centre, and a subsidised cafeteria.
What You’ll Do as a GBS Service Management Lead
* Performance Monitoring & Reporting
o Track and report on service performance against agreed KPIs, SLAs, and OLAs.
o Maintain an accurate and current service catalogue to enable effective demand management and support stakeholder engagement.
o Analyse service demand and consumption trends to ensure responsiveness to evolving business needs.
o Maintain dashboards and reporting tools to provide visibility into service health.
o Monitor the impact of innovation and continuous improvement initiatives.
o Collaborate with partners to identify and implement service enhancements.
o Promote a culture of service excellence and proactive problem‑solving.
* Stakeholder Engagement & Governance
o Facilitate regular service review meetings with providers and internal service recipients.
o Gather feedback from business functions and ensure actionable improvements are implemented.
o Maintain governance frameworks to support effective service delivery and escalation management.
* Strategic Oversight
o Support strategic planning and transformation initiatives within the GBS function.
o Ensure service delivery aligns with organisational goals and compliance standards.
o Contribute to contract reviews and provider performance assessments.
* Technology
o Lead the management of key foundational technology platforms used by our partners, ensuring robust collaboration with the internal technology team.
o Co‑ordinate platform operations, upgrades, and resilience initiatives to maintain high availability, reliability, and compliance.
o Drive continuous improvement and innovation in platform services, leveraging feedback from business and technology teams to enhance service quality and operational efficiency.
What You’ll Bring
* 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 degree in a relevant field.
* Strong knowledge of ITIL, service governance and performance management.
* Proven ability to build business relationships and support 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.
About Primark
At Primark, people matter. They’re the beating heart of our business and the reason we’ve grown from our first store in Dublin in 1969 to a £9bn+ turnover business with over 80,000 colleagues and more than 440 stores across 17 countries. 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.
Primark promotes equal employment opportunity and strives 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 removingbarriers@primark.co.uk.
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