Head of Service Management - HR Operations (Global Business Services)

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

​Human Resources​

Our HR Team are the force for good that bring Reckitt's ambition to life. We work together to ensure the delivery of sustained profitable growth by unleashing the power of our purpose, people and performance. Now is an exciting time to be part of shaping the future of HR, influencing an exciting global organisation, while developing business and functional leadership skills, all at the same time. Whatever your role in our HR community, you'll take ownership of your projects and workstreams. We focus on developing our leaders to spearhead our culture and growth, so you'll be supported and mentored to deliver the right plans to drive business performance - and we'll celebrate the results with you along the way.

About the role

As the Head of Service Management within HR Operations, you will lead the strategic direction and operational excellence of HR service delivery globally. You will own the end-to-end management of Operational Excellence (OPEX), Quality Assurance (QA), Intelligent Automation, and User Experience (UX) functions, ensuring that HR Operations drives superior business outcomes through optimized processes, high service quality, innovative automation, and outstanding user-centric solutions.

Your responsibilities

Strategic Leadership & Operational Excellence 

• Define and execute the global service management strategy for HR Operations, aligned with overall business objectives and GBS priorities. 
• Drive transformational initiatives to optimize cost, efficiency, and scalability of HR processes across multiple regions. 
• Lead performance management through robust KPIs, Service Level Agreements (SLAs), and continuous improvement frameworks. 

Quality Assurance & Compliance 

• Establish and maintain rigorous quality assurance frameworks to ensure compliance with internal standards, regulatory requirements, and audit readiness. 
• Lead root cause analysis, risk mitigation, and implementation of corrective actions to uphold service integrity. 
• Foster a culture of quality and accountability within the HR Operations teams. 

Intelligent Automation & Innovation 

• Champion the adoption of automation technologies including Robotic Process Automation (RPA), Artificial Intelligence (AI), and digital tools to transform HR processes. 
• Collaborate closely with IT, Digital, and Process Excellence teams to identify automation opportunities and oversee successful delivery. 
• Manage change and stakeholder engagement to ensure seamless integration and user adoption of automation solutions. 

User Experience (UX) Excellence 

• Drive the design and continuous enhancement of user experience for HR services, focusing on ease of use, accessibility, and customer satisfaction. 
• Implement feedback mechanisms and user analytics to inform UX improvements and innovations. 
• Partner with UX designers, HR Business Partners, and technology teams to deliver modern, user-friendly HR platforms and communications. 
• Build, develop, and lead a high-performing global team, fostering collaboration, agility, and innovation. 
• Act as a trusted advisor and key partner to senior HR leaders, business stakeholders, and external vendors. 
• Represent HR Operations service management in global forums and governance bodies. 

The experience we're looking for

• 7+ years of progressive experience in HR Transformation and GBS transformation. 
• Bachelor’s degree in business, HR, Operations, Engineering or related discipline; MBA or advanced degree preferred. 
• 8+ years leadership experience in HR Operations, Shared Services, or Global Business Services in multinational environments. 
• Proven track record driving Operational Excellence (OPEX), Quality Assurance (QA), and digital transformation in complex global settings. 
• Strong strategic mindset combined with hands-on operational leadership capabilities. 
• Exceptional communication, influencing, and stakeholder management skills at all levels, including executive leadership. 
• Experience managing multicultural teams across multiple geographies. 
• Certifications in Lean Six Sigma, Agile, or relevant process improvement and project management methodologies. 
• Familiarity with HRIS platforms (Workday, SuccessFactors) and digital