GBS Director – Service Management

Key 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.

Qualification & Requirements

• 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

• Strategic leadership
• Service portfolio and lifecycle management
• Customer-first mindset
• Transformation and change leadership
• Performance and governance management
• Cross‑regional and multi‑provider collaboration
• Executive communication and influencing
• People leadership
• Process excellenc
• Risk and scalability awareness
• Innovation and technology enablement

Benefits

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.