GBS Director - Service Management

We are Reckitt

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About the role

The GBS Director of Service Management will shape and lead the service management strategy for Reckitt’s OneGBS and, over time, the wider enterprise. This role is key to improving service maturity, driving measurable business value, and building a customer‑centric culture across all services.

You will define and deliver a multi‑year transformation roadmap that elevates service quality, transparency, knowledge enablement, and customer experience.

Your responsibilities

•    Setting and leading the OneGBS service management strategy, aligned to enterprise priorities and future business needs.
•    Being an owner of the service portfolio and lifecycle, ensuring clear service design, accountability, performance, and value realisation.
•    Leading the multi year service transformation roadmap, prioritising initiatives that deliver measurable business and experience impact.
•    Establishing and improving service performance frameworks, including service levels, customer experience metrics, and value scorecards.
•    Driving customer first culture, leading voice-of-the-customer efforts and turning insights into actionable improvements.
•    Enhancing service accessibility through improved support models, intuitive service design, automation, and self service.
•    Being an owner the knowledge management strategy, ensuring accurate, accessible knowledge that boosts service efficiency and consistency.
•    Providing strategic business partnership, supporting leaders with performance insights, governance, risk management, and scalability planning.
•    Championing technology enablement, ensuring platforms (e.g., enterprise service management tools) deliver real outcomes and a better user experience.
•    Leading and developing a high performing service management team, fostering collaboration, accountability, capability growth, and continuous improvement.

The experience we're looking for

• Extended leadership experience in service management, customer experience, transformation in GBS/SSC environment.
• Proven track record of elevating service maturity and delivering financial and business outcomes.
• Strong expertise in service portfolio management, governance, performance management, and stakeholder engagement.
• Experience in working across multi‑location, multi‑provider service models.
• Excellent communication and executive‑level influencing skills.
• Hands‑on experience with enterprise service management platforms (e.g., ServiceNow).
• Background in experience-based service measurement is a strong plus.
• Project, agile, or process excellence certifications (e.g., PMP, Lean Six Sigma) are advantageous

The skills for success

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.