Senior Service Management Lead

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably. We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it’s our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

About the Role

Role Purpose

The GSBS Service Management Lead plays a key role in supporting the effective project management governance, performance, and continuous improvement of Global Shared Business Services (GSBS).

Operating within the GSBS Performance and Governance team, the role helps ensure that services are delivered consistently, efficiently, and in alignment with business requirements and organisational objectives.

The role is responsible for driving service management practices across GSBS, supporting the onboarding of new services, monitoring service performance, and partnering with operational teams to identify and implement opportunities for improvement. Working across multiple functions, regions, and service lines, the role provides structure, visibility, and coordination to support the delivery of high-quality services and a positive customer experience.

Acting as a key link between business stakeholders, service owners, process owners, and operational teams, the role supports service governance, performance management, service reviews, and continuous improvement activities.

The position also contributes to the development and maintenance of service management frameworks, standards, reporting, and key performance indicators across GSBS.

In addition to service management responsibilities, the role will lead or support initiatives that enhance service performance, strengthen governance, improve customer experience, or support the implementation of new services and capabilities across GSBS.

The role requires a strong understanding of Shared Services and Global Business Services (GBS) environments, together with experience in service management, service transitions, operational improvement, and stakeholder engagement. A broad understanding of end-to-end business processes and service delivery models is essential.

The successful candidate will operate with a high degree of autonomy, providing service management expertise, guidance, and challenge to stakeholders across a global matrix organisation. Success in the role requires strong collaboration, customer focus, analytical thinking, and a pragmatic approach to improving service performance and business outcomes.

Responsibilities

• Service Governance & Portfolio Management: Support the governance and ongoing development of the GSBS service portfolio, ensuring services are clearly defined, aligned to the GSBS operating model, and consistently managed across regions.
• Service Design & Expansion: Partner with business stakeholders, process owners, and operational teams to evaluate, design, and onboard new services into GSBS. Ensure service requirements, scope, ownership, controls, and operating models are clearly defined, scalable, and fit for purpose.
• Project Delivery: Lead projects related to the introduction, expansion, or enhancement of GSBS services. Manage planning, governance, risks, dependencies, timelines, and stakeholder engagement to ensure successful delivery and transition into operations.
• Global Standardisation: Drive consistency in service offerings, governance standards, and service management practices across the Americas, EMEA, and APAC. Identify opportunities to standardise services and processes while balancing regional business requirements.
• Service Transition & Implementation: Coordinate the successful transition of new or enhanced services into GSBS, ensuring operational readiness, knowledge transfer, stakeholder engagement, and successful adoption by impacted teams.
• Stakeholder Management: Build effective relationships with business leaders, service owners, process owners, and operational teams. Facilitate decision-making, challenge requirements where appropriate, and ensure alignment between business needs and GSBS priorities.
• Governance & Reporting: Maintain service governance frameworks, documentation, approvals, and reporting. Provide visibility of service onboarding activities, project status, risks, decisions, and key milestones to stakeholders and GSBS leadership.
• Collaboration & Capability Building: Work collaboratively across regions and service lines, sharing knowledge and supporting the development of service management and project delivery capability within GSBS.
• Accountable for the governance, development, and successful onboarding of GSBS services, ensuring service offerings are aligned to business requirements and the GSBS operating model.
• Works across multiple business functions, regions, and stakeholder groups to support the design, implementation, and management of services throughout their lifecycle.
• Operates within a global matrix environment, partnering with stakeholders across the Americas, EMEA, and APAC to promote consistency in service offerings, governance standards, and ways of working.
• May lead multiple concurrent projects, related to service enhancement projects, or significant workstreams, balancing competing priorities while maintaining quality and governance standards.
• Provides service management and project delivery expertise during the evaluation, design, and mobilisation of new services, helping define service requirements, operating models, implementation approaches, and transition plans.
• Supports the successful transition of new and enhanced services into GSBS, ensuring readiness across process, people, technology, controls, and governance.
• Occasional travel may be required to support stakeholder engagement, service onboarding activities, implementation projects, or service transition requirements.
• No direct line management responsibility. Success in the role relies on strong influencing, collaboration, stakeholder management, and coordination skills across virtual and cross-functional teams.

Financial & Legal Responsibilities

• Accountable for management, tracking, and reporting of project budgets.
• Ensures compliance with internal financial controls, procurement policies, and contractual terms.
• Supports investment planning and cost-benefit analysis for assigned projects.

Candidate Requirements

Essential Skills & Experience

• Significant experience within a GBS, Shared Services, Service Management Office (SMO), PMO, or corporate environment.
• Strong understanding of end-to-end business processes and service delivery models, including areas such as Order-to-Cash (O2C), Procure-to-Pay (P2P), and Record-to-Report (R2R).
• Experience supporting service transitions, service onboarding, process standardisation, operating model improvements, or technology-enabled business initiatives.
• Experience leading to the design, governance, implementation, or management of business services
• Ability to manage multiple priorities and deliver results in a fast-paced, matrix environment.
• Strong stakeholder management, communication, and influencing skills, with the ability to build relationships across functions, regions, and organisational levels.
• Experience working with global teams across multiple countries, cultures, and time zones.
• Strong organisational, analytical, and problem-solving skills with the ability to identify risks, analyse information, and drive decisions.
• Experience managing project budgets, financial tracking, reporting, and governance requirements.
• Proficiency with project management and collaboration tools such as Jira, Confluence, KeyedIn, Microsoft Project, and Microsoft Teams.
• Fluent in English

Desirable Skills & Experience

• Project and/or Change Management certification (e.g. PMP, PRINCE2, APM, PROSCI).
• Knowledge of Lean, Six Sigma, Continuous Improvement, or related process improvement methodologies.
• Global experience
• Experience coaching colleagues or supporting project delivery capability development

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