Senior Manager, HR Global Services & Transformation

Rentokil Pest Control • New York, NY

10d • $135,000 - $180,000 • Remote

About The Position

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.

Requirements

• 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.
• Minimum 8 years of progressive experience in HR operations, shared services, service delivery transformation, or large-scale operations leadership required.
• Minimum 5 years of people leadership experience required, including direct management of a team of HR professionals within a complex, matrixed, or globally distributed environment.
• Proven experience operating in a large-scale environment (10,000+ headcount) with a decentralized frontline workforce strongly preferred.
• Demonstrated track record of improving the employee or manager service experience through measurable, sustained change - not just process compliance.
• Demonstrated success leading automation, AI adoption, or digital self-service transformation in an HR or operations environment strongly preferred.
• Proven ability to stabilize and improve a service delivery model post-transition, including closing operational gaps and raising performance standards.
• Experience managing external service delivery partnerships or outsourced operations is strongly preferred.
• Experience with Lean, Six Sigma, process engineering, or continuous improvement methodologies is strongly preferred.
• Experience in a top-tier consulting firm focused on operations or implementation, or comparable in-house transformation experience, is highly desirable.
• Transformation mindset - the ability to run a reliable operation today while continuously reimagining how that work should be done tomorrow; comfortable challenging the status quo and bringing others along.
• Genuine, demonstrated commitment to the manager and employee experience - not as a talking point, but as a lens through which every process, metric, and decision is evaluated.
• Strong working knowledge of automation tools, AI-enabled workflows, and digital self-service solutions, with the ability to identify opportunities, build the case, and lead adoption in an HR environment.
• Expert capability in end-to-end process mapping, workflow redesign, and waste elimination.
• Ability to design and implement performance measures that go beyond activity and SLA compliance to assess experience quality, automation adoption, reliability, efficiency, and business impact.
• Strong operational judgment and execution discipline, with the ability to stabilize, standardize, and improve in complex, fast-moving environments.
• Ability to lead and develop a direct team while influencing and setting direction for a broader, globally distributed workforce.
• Ability to challenge partners constructively, influence senior leaders, and drive consistent ways of working across a decentralized, field-oriented organization.
• Strong communication and change leadership skills, with the ability to align stakeholders and sustain transformation over time.

Nice To Haves

• Proven experience operating in a large-scale environment (10,000+ headcount) with a decentralized frontline workforce strongly preferred.
• Demonstrated success leading automation, AI adoption, or digital self-service transformation in an HR or operations environment strongly preferred.
• Experience managing external service delivery partnerships or outsourced operations is strongly preferred.
• Experience with Lean, Six Sigma, process engineering, or continuous improvement methodologies is strongly preferred.
• Experience in a top-tier consulting firm focused on operations or implementation, or comparable in-house transformation experience, is highly desirable.

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.

Benefits

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
• 401(k) retirement plan with company-matching contributions
• Vacation days & sick days
• Company-paid holidays & floating holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior