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 initiatives
Reviewing measures with the provider and service recipients / functions, gathering feedback and ensuring 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.
Let’s 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 You’ll Do as a GBS Service Management Lead;
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.
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 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
Does this sound like you? Great, because we can’t wait to see what you’ll bring. You’ll be supported within a team of equally capable people, celebrating who you are and aiding you reach your potential. At Primark, we’re excited about our future - and we’re excited to develop yours.
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 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.
Our fashion isn’t 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.
