GBS Director, Service Performance, Insights & Data

TheGBSDirector,Service Performance,Insights&Data isreporting to theSenior Director, GBSServiceExperience & Performance. The roleis accountable for managing,controllingand reporting onservice performanceand providing data,analysisandinsights, acrossourGBS organisation,global operations, ensuring we deliver exceptional services to AstraZeneca.

This is a critical role in the delivery of GBS services across AstraZeneca andrequires an individualwho understands GBSperformance reportingand how insights.Dataand analyticscan support transformationimprove operational performanceand deliverbest practice service delivery. The individual must havea proventrack recordof on the ground deliveryacross a wide range of services, from transactionalto consulting.

Service Performance,Insights&Datain AstraZeneca GBS includes:

• Reporting on performance: service line KPIs, SLAs and Customer Satisfaction from NPS to CSAT.

• Identification of gapsof performanceand collaborate with service lines and process excellenceto improve performanceand outcomes.

• Own project tooling and reporting,establishstandardised reporting, ensuringreporteddata isaccurate,timely, and easily accessible forGBSGBSPortfoliogovernance,insightsand decision-making

• Business ownership of reporting dashboardsand scorecardevolution anddesign.

• Report service line performance alongside costs and pricing, in collaboration with finance.

• Provide data-driven insights and recommendations—translating metrics into decisions, building business cases, and sharing best practices—to shape service design, enable transformation and continuous improvement, assess new opportunities, and ensure GBS services deliver measurable value against agreed outcomes.

What you will do:

Shape theservice performancestrategy:

• Set a performanceframework, develop and implement the strategic plan forGBSperformanceexcellence, built together with the GBS leadership teams,aligned to the GBS and AstraZeneca strategy.  Planswill evolve with the ongoing growth and transformation of GBS. Bring external and internal thought leadershiptothe solutions.

• Understand thedifferent typesof services, different GBS customers, and demands on GBS as GBS evolves.

Provide insights and data

• Performance framework design: Define andmaintainthe service catalogue, KPIs, SLAs, and target-settingmethodologyacross functions ensuring measures are outcome-oriented, traceable, and aligned to strategy.

• Data stewardship and governance: Own the semantic layer and metric definitions,validatesource data quality, and manage lineage and reconciliation to financials so reports are consistent, auditable, and trusted.

• Reporting and dashboards: Build and iterate operational dashboards, surfacing trends and exceptions with clear narratives, and standardizing views across regions and service lines.

• Insight generation: Decompose performance into volume, productivity, quality, cost, and experience drivers; run variance analysis and root-cause diagnostics; quantify impacts (price/volume/mix) and recommend actions with benefits cases.

• Forecasting and planning support: Partner with finance to develop a more efficient and automated financial planning process, produce business cases for new growth opportunities and transformation/ improvement projects.

• Continuous improvement and value realization:Identifyprocess bottlenecks and waste, prioritize improvement opportunities, define KPIs for benefits tracking, and verify realized savings, service-level improvements, and customer experience gains.

• Stakeholder engagement:  translate complex analytics into plain language, and align actions with serviceleads, strategy and performance directorsand finance partners.

• Benchmarking and external insights: Compare cost-to-serve, cycle times, and quality against internal peers and market benchmarks; highlight gaps and pragmatic pathways to reach top-quartile performance.

• Controls and compliance: Ensure policy adherence for data usage, privacy, and regulatory requirements; embed checkpoints in the reporting process to prevent errors and misinterpretation.

• Tooling and enablement: Supportselectionand adoption of BI tools, process mining, workflow analytics, and OKR frameworks; coach teams on metric literacy and storytelling with data

• Analyse performance, cost-to-serve, and customer sentiment data (CSAT/NPS) toidentifyroot causes, performance variance drivers, and cross-GBS improvement opportunities.

• Convert analyticsinto clear recommendations and measurable interventions, embedding insights into roadmaps and performance reviews and tracking benefits realisation

Deliverservice performance:

• Leadership:

• Build and support service lineleaders toefficiently and effectively report on service performanceidentifying issues and associated plansfor improvement asappropriate.

• Be, and be seen to be,an expert in service performanceacross GBS. Bring externalinsight andshare internal best practice.

• Lead, through influence, initiatives to empower employees across GBS and build a culture and environment ofservice performance excellence.

• Lead a team of BAs to capture, document, andvalidaterequirements across GBS service lines, using consistent standards for elicitation, traceability, prioritisation, and change control aligned to Service Design and Transition

• Delivery

• Own GBS reporting and monitoring technology platforms, including owning the ongoing improvements and continuous development to provide improving access for GBS customers to service delivery information.

• Setting the standards:

• Develop and implement clear policies,frameworksand guidelinesforservice performance.

• Monitorservice performance,capture and share best practices.

• Visible Performance Management

• Deliver clear, regular, visible performanceupdates to service line leaders, GBS leadership teams, and Senior Executives (SET, SET-1, VP) across AstraZeneca.

• Training and Coaching:

• Own and improve training and coaching onservice performanceacross the organisation

• Innovation: 

• Through collaboration with IT, drive innovation in our service performance tools. Embed access to GBS performance so that GBS services and performance are easy to understand.

Essentials:

You have a backgroundinbusiness processperformance reporting, data and insightsandare passionate about leadingand creating and environment of excellenceindelivery.Youare results-orientated andhave experience of delivering across matrix design organisations,influencing across broad groups of stakeholders. Youcan drive decision making and are willing to take smart risks by thoughtfully challenging the status quo. You are motivated by a fast-paced and dynamic business environment, leadthroughambiguity positively and get results by influencing.

• Extensiveexperiencewith process performance reporting, defining SLAs, KPIs and Customer Satisfaction surveys.

• Experience of delivering best practice through insights,dataand analysis.

• 5yearsplusexperience of working in aGlobal Business Servicesoperationacross multiplefunctions

• Experienceof working with a service management tool,preferably ServiceNow and Reporting applications,i.ePower BI

• Highly developed organizational, planning, management skills and oral communication skills and work effectively with others

• Ability toclearlycommunicate/ influence employees through major changes, capable of building strong relationships across a matrix organisation

• Ability to define priorities and focus on areas that add the most value

• Strong analytical and problem-solving skills, providing actionable, data backed, insights.

• Financial acumen – of budget setting, costmanagementand performance management.

Preferred:

• Significant global experience & broad perspective ofpharmaceuticalsorganisation

• Experience of working with Process Document application, BIC

• Relevant Process Excellence qualifications such as Six sigma/ lean

• AI literacy: Practical use of AI-enabled analytics and assistants to speed insight generation and reporting.

• Responsible AI: Evaluate, pilot, and scale AI use cases with strong data governance and ethic

At AstraZeneca, we believe that bringing together people from varied backgrounds fuels innovative thinking and drives breakthroughs in healthcare. Our collaborative work environment encourages open exchange of ideas, with in-person interaction on average three days per week to fuel creativity, build relationships, and accelerate progress. At the same time, we understand that flexibility matters, and we support individuals in balancing their personal and professional needs.

We’re proud to be a company where purpose guides our innovation. Our culture celebrates diverse perspectives, empowering every team member to contribute and grow. With a focus on learning, development and shared ambition, our teams work together to reimagine the possibilities of science and make a genuine difference in patients’ lives.

Are you ready to be part of a community that values your unique contributions and helps shape the future of global business services? Join us at AstraZeneca and help pioneer the next wave of life-changing healthcare solutions!