Senior Manager, HR Global Services & Transformation

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We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

Overview

The Senior Manager, HR Global Services & Transformation is responsible for the reliability, quality, and continuous transformation of how HR services are delivered across the enterprise. This role sits at the intersection of operations and innovation - running a high-performing, globally integrated service team while relentlessly reimagining how that work gets done. The right person for this role is not satisfied with a service model that simply functions. They are driven by a genuine commitment to the manager and employee experience, and they see every friction point, every manual step, and every unnecessary touchpoint as an opportunity to do better. Partnering closely with the Senior Director, HR Operations & Transformation, this role owns the end-to-end service delivery model: stabilizing what needs to be fixed, standardizing what needs to be consistent, and transforming how work is done through smarter processes, modern technology, and AI-enabled solutions. Success in this role is measured by outcomes that matter to the field: fewer errors, less administrative burden for managers, higher satisfaction with HR services, and a growing share of work handled through intelligent, automated, and self-service channels.

Duties & Responsibilities

• Own the performance, reliability, and quality of the HR service delivery model, ensuring core services are executed accurately, consistently, and at scale across a globally integrated team.

• Lead the stabilization of the service model post-transition, closing operational gaps, improving execution quality, and building the discipline required to deliver at the standard the business expects.

• Champion the manager and employee service experience as a top priority - measuring it rigorously, acting on what the data shows, and treating every friction point as a problem worth solving. Move beyond speed and volume metrics to understand whether people actually feel well-served.

• Drive the transformation of how HR work gets done - identifying manual, high-volume, and repeatable processes and redesigning them through automation, AI-enabled workflows, and digital self-service solutions that reduce ticket volume, eliminate rework, and improve the experience.

• Act as the primary process engineer for HR, auditing end-to-end workflows to eliminate waste, duplication, and unnecessary complexity, and enforcing scalable, standardized ways of working across the organization.

• Shape the performance framework for HR services - moving beyond SLA compliance to measure what actually matters: experience quality, automation adoption, first-contact resolution, error severity, efficiency, and business impact.

• Lead, develop, and set high standards for a team of HR service professionals, while providing dotted-line direction and performance oversight to a broader globally distributed service team.

• Drive the performance and continuous improvement of the external service delivery partnership, setting clear expectations, building accountability, and pushing the model toward greater quality, efficiency, and innovation.

• Act as the gatekeeper for new work entering the service model, ensuring new processes and requests are designed for scale, operationally sound, and ready to execute before launch.

• Provide the HR Leadership Team with a clear, data-driven view of service capacity, operational risk, and execution readiness to support sound prioritization and decision-making.

Candidate Requirements

Education

• Bachelor's degree in Human Resources, Business Administration, Operations, Industrial Engineering, or a related field, or equivalent years of experience. Equivalent years of experience are defined as one year of applicable professional experience for each year of college requested.

Experience

• Minimum 8 years of progressive experience in HR operations, shared services, service delivery transformation, or large-scale