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The GBS Director, Service Performance, Insights & Data is reporting to the Senior Director, GBS Service Experience & Performance. The role is accountable for managing, controlling and reporting on service performance and providing data, analysis and insights across our GBS organisation and global operations, ensuring we deliver exceptional services to AstraZeneca. This is a critical role in the delivery of GBS services across AstraZeneca and requires an individual who understands GBS performance reporting and how insights, data and analytics can support transformation, improve operational performance and deliver best practice service delivery. The individual must have a proven track record of on‑the‑ground delivery across a wide range of services, from transactional to consulting. Service Performance, Insights & Data in AstraZeneca GBS Reporting on performance: service line KPIs, SLAs and Customer Satisfaction from NPS to CSAT. Identification of gaps in performance and collaboration with service lines and process excellence to improve performance and outcomes. Own project tooling and reporting, establish standardised reporting, ensuring reported data is accurate, timely, and easily accessible for GBS portfolio governance, insights and decision‑making. Business ownership of reporting dashboards and scorecard evolution and design. 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 the service performance strategy Set a performance framework, develop and implement the strategic plan for GBS performance excellence, built with the GBS leadership teams and aligned to GBS and AstraZeneca strategy. Plans will evolve with ongoing growth and transformation of GBS. Bring external and internal thought leadership to the solutions. Understand the different types of services, different GBS customers, and demands on GBS as GBS evolves. Provide insights and data Performance framework design: Define and maintain the service catalogue, KPIs, SLAs, and target‑setting methodology across functions ensuring measures are outcome‑oriented, traceable, and aligned to strategy. Data stewardship and governance: Own semantic layer and metric definitions, validate source data quality, and manage lineage and reconciliation to financials so reports are consistent, auditable, and trusted. Reporting and dashboards: Build and iterate operational dashboards, surface trends and exceptions with clear narratives, and standardise 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 and recommend actions with business 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 projects. Continuous improvement and value realization: Identify process bottlenecks and waste, prioritise improvement opportunities, define KPIs for benefits tracking, and verify realised savings, service‑level improvements and customer experience gains. Stakeholder engagement: translate complex analytics into plain language, and align actions with service leads, strategy and performance directors and 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: Support selection and 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 to identify root causes, performance variance drivers, and cross‑GBS improvement opportunities. Convert analytics into clear recommendations and measurable interventions, embedding insights into roadmaps and performance reviews and tracking benefits realisation. Deliver Service Performance Leadership: Build and support service line leaders to efficiently and effectively report on service performance, identifying issues and associated plans for improvement as appropriate. Be, and be seen to be, an expert in service performance across GBS. Bring external insight and share internal best practice. Lead, through influence, initiatives to empower employees across GBS and build a culture and environment of service performance excellence. Lead a team of BAs to capture, document, and validate requirements across GBS service lines, using consistent standards for elicitation, traceability, prioritisation, and change control aligned to Service Design and Transition. 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. Develop and implement clear policies, frameworks and guidelines for service performance. Monitor service performance, capture and share best practices. Deliver clear, regular, visible performance updates to service line leaders, GBS leadership teams, and Senior Executives across AstraZeneca. Own and improve training and coaching on service performance across the organisation. Through collaboration with IT, drive innovation in service performance tools and embed access to GBS performance so that GBS services and performance are easy to understand. Essentials You have a background in business process performance reporting, data and insights and are passionate about leading and creating an environment of excellence in delivery. You are results‑orientated and have experience of delivering across matrixed organisations, influencing across broad groups of stakeholders. You can 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, lead through ambiguity positively and get results by influencing. Extensive experience with process performance reporting, defining SLAs, KPIs and Customer Satisfaction surveys. Experience of delivering best practice through insights, data and analysis. 5+ years of experience working in a Global Business Services operation across multiple functions. Experience of working with a service management tool, preferably ServiceNow and reporting applications such as Power BI. Highly developed organisational, planning, management and oral communication skills; able to work effectively with others. Ability to clearly communicate/influence employees through major changes and build 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 with actionable, data‑backed insights. Financial acumen – budget setting, cost management and performance management. Preferred Significant global experience and broad perspective of pharmaceutical organisations. Experience with Process Document applications such as 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 ethics. 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. We support flexibility to balance 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 Date Posted 29-Jan-2026 Closing Date 12-Feb-2026 AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible. We comply with all applicable laws and regulations on non‑discrimination in employment, work authorization and employment eligibility verification requirements. #J-18808-Ljbffr