Head of GBS Multifunctional Services

Head of GBS Multifunctional Services

Lisbon, Portugal - All GBS Locations considered

About the role

In GBS we dare to change the way we work – we are brave, resilient and take smart risks with a focus on simplifying the way we work.  Through our global scale and diverse services, we look to drive value through our innovation and expertise.  This requires a team who see no boundaries, can collaborate and challenge the norm and feel empowered, motivated and engaged.

The Head of GBS Multifunctional Services will lead the creation and maturation of a cohesive Enterprise Services function that delivers reliable, high quality, and cost-effective services across the enterprise. Reporting to the GBS VP and serving on the GBS Leadership Team, this role sets strategy, builds the operating model, and drives execution through robust governance, service management, and continuous improvement.

The role demands leadership through influence, collaboration across functions, and the ability to turn insights into measurable outcomes. It offers the opportunity to design and scale Enterprise Services that unlock value, improve customer experience, and enable transformation.  You will lead the expansion of global, scalable, high‑quality Enterprise Services across GBS by setting the vision, strategy, and multi‑year roadmap; driving savings, insourcing and delivering material savings toward our GBS ambition to save AstraZeneca $500m by 2030.

This role will appeal to an individual motivated by:

• Shaping and scaling a forward-looking Enterprise Services strategy and operating model across a complex, global environment

• Embedding service excellence, digital enablement, and AI assisted delivery to improve customer experience and productivity

• Operating at the heart of a multidisciplinary function to drive measurable outcomes through collaboration, governance, and continuous improvement

Key Accountabilities

The role holder will be accountable for leading and managing the Enterprise Services function within GBS, with an initial scope spanning:

• External Expert Engagement Services (E3S)

• Corporate Giving Services (CGS)

• Contracting Services

• Assurance Services: Digital Compliance Services (DCS) & Global Payment Transparency Services (GPT)

Typical Accountabilities

The role holder will be accountable for the Enterprise Services team, including:

Strategic Leadership

• Shape and drive the vision, strategy, and roadmap for Enterprise Services, ensuring full alignment with the overarching GBS business strategy.

• Demonstrate thought leadership by leveraging external industry trends and internal insights to enhance service delivery models, accelerating time to value for customers.

• Define clear objectives, outcomes, and success measures for each service area to guide investment decisions and prioritization.

Operating Model Development

• Establish and maintain a robust operating model across each Enterprise Services line, emphasizing service excellence through optimized process efficiency and enhanced customer experience.

• Integrate seamlessly with the GBS matrix ways of working, clarifying accountabilities across regions, functions, and partners.

• Strategically leverage offshore resources and AI technologies to unlock additional business value, improve scalability, and enhance service reliability.

• Define service ownership, RACI, process standards, and the governance cadence required for consistent delivery.

Growth Identification and Realization

• Continuously identify new growth opportunities within Enterprise Services and translate insights into actionable, measurable plans that support scaling and expansion aligned with business priorities.

• Build robust business cases and value tracking mechanisms to ensure disciplined growth and benefits realization.

Service Management and Operations

• Own end to end management of the Enterprise Services catalogue, including establishing and monitoring service level agreements (SLAs) and key performance indicators (KPIs).

• Define service tiers and pricing principles, manage demand intake processes, and oversee the full-service lifecycle from onboarding to retirement.

• Ensure mature incident, change, and problem management processes; drive strong vendor and partner management to safeguard continuity and quality.

Performance and Continuous Improvement

• Drive a culture of continuous improvement grounded in data driven decision making.

• Utilize balanced scorecards and dashboards to monitor performance metrics rigorously, ensuring sustained delivery of at least 9% annual productivity improvements.

• Embed Lean/Agile practices, automation, and standardization to reduce variability and improve cycle time, quality, and cost.

Customer Experience (CX)

• Embed a strong customer centric mindset across all service layers by applying design thinking principles to elevate user experience, service adoption, and stakeholder engagement.

• Define “moments that matter,” measure customer sentiment (e.g., CSAT/NPS), and action feedback loops that translate insights into visible improvements.

Digital, Data and Automation Leadership

• Partner closely with the Head of GBS Transformation to embed best practices in process re‑engineering via digital and AI platforms within Enterprise Services.

• Champion data integrity and analytics driven decisioning; ensure services expose the right insights to customers and stakeholders.

• Lead change management efforts—including training, communications, and stakeholder engagement to secure adoption and realize value.

Risk, Control and Compliance

• Ensure a comprehensive framework of internal controls, audit readiness, and compliance with applicable regulations such as SOX, GDPR, and GxP where relevant.

• Own service continuity planning, incident response frameworks, and operational resilience to minimize disruption.

• Enhance the control environment proportionate to risk exposure, especially where the scope prioritizes compliance sensitive processes.

Financial Management

• Own the P&L for service delivery, including the management of recharge models and cost allocations.

• Achieve scorecard targets related to financial performance, utilization rates, and cost recovery; drive budgeting, forecasting, and benefits realization discipline

People & Culture

• Lead a globally dispersed team across multiple hubs and time zones; set clear goals, standards, and development plans.

• Foster an inclusive, high-performance culture emphasizing personal development, succession planning, and talent management.

• Build capabilities in service management, process excellence, digital/AI, and stakeholder engagement.

Issue, Incident and Crisis Leadership

• Act as the escalation point for critical issues, leading major incident management and communications.

• Drive root cause analysis and implementation of robust preventive controls to minimize recurrence; provide transparent updates to stakeholders.

Essential Criteria

• Extensive years of experience leading multi-disciplinary Global Business Services/Shared services.

• Experience of transforming services and processes across global complex environments

• Experience of managing shared services with a legal or compliance requirement.  Relevant experience that can be leveraged and related to current scope.

• Strong stakeholder management skills requiring senior leader interaction in a cross functional setting

• Experience with digital enablement and AI assisted transformations; comfort with platforms supporting automation, analytics, and workflow orchestration.

• Strategic Thinking: Ability to translate high-level goals into operational plans.

• Commercial Acumen: Strong financial, budgeting, and analytical skills.

• Technological Literacy: Knowledge of ERP systems (e.g., Workday, Oracle) ITSM platforms (e.g., ServiceNow), analytics tooling, RPA/IPA, and AI-enabled operations and automation tools.

• Leadership: Proven ability to influence stakeholders without direct authority

Why AstraZeneca?

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

So, what’s next?

Are you ready to bring new ideas and fresh thinking to the table? Brilliant! We have one seat available, and we hope it’s yours.

Where can I find out more? Our Social Media, Follow AstraZeneca on LinkedIn Follow AstraZeneca on Facebook Follow AstraZeneca on Instagram

If this sounds like you.. Apply today!

Date Posted

31-Mar-2026

Closing Date

30-Mar-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, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

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, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.