The Role
This is a fantastic opportunity to play a pivotal role in a major strategic initiative for Rentokil Initial. We are implementing a new Field Service Management system (IFS) across Europe, and the Service Transformation Regional Lead will be at the heart of the project for our Netherlands and Belgium businesses.
You will be the key link between the local businesses, our European Regional Team, our internal IT department, and our software supplier (IFS). Your mission is to ensure we design and embed new, future-proof service processes that drive efficiency and enhance customer experience, making this critical transformation a success.
Initially this will be an 18 month secondment opportunity. Therefore, we will be prioritising internal applicants who can be based at any of our European office locations.
What will you be doing?
Process Design Leadership: Lead workshops and working groups to design and document the "to-be" service processes, challenging the status quo and leveraging the capabilities of the new IFS system. Influence the business users to accept and adopt the agreed “to-be” processes and push back on requests for deviation to process.
Review other IFS Implementations to identify best practices to be adopted within Rentokil Initial using OOTB IFS features: Visit other IFS customers to understand how they use the system, lessons learned and use this experience to develop the implementation blueprint for RI.
Change Control: Act as the champion for change within the region. You will own the newly designed processes, driving their adoption and ensuring colleagues understand the benefits and new ways of working, and manage any requests to change processes to ensure they are suitable for all markets and go through the correct change control process with the IT and Transformation Teams.
Stakeholder & Conflict Resolution: Serve as the primary point of contact for the region, representing the needs of the Netherlands and Belgium markets. You will expertly navigate and resolve conflicts, manage competing priorities, and ensure alignment between all project stakeholders.
Subject Matter Expertise: Develop a deep understanding of the IFS Field Service system to become a go-to Subject Matter Expert (SME). You will use this expertise to support the live markets post-go-live and contribute to wider regional roll-outs.
Project Delivery: Collaborate closely with project managers to ensure the solution delivered meets business requirements and is implemented on time. You will be a key decision-maker in ensuring the solution is fit for purpose.
Motivation and Communication: Maintain a positive and motivational presence within the project team and the wider business. Communicate project progress, changes, and benefits clearly and effectively to all levels of the organisation.
Company Description
Rentokil Initial (RI) delivers services that ‘Protect People, Enhance Lives’. We protect people from the risks of pest-borne disease, the risks of poor hygiene or from injury in the workplace. We aim to enhance lives with services that protect the health and wellbeing of people and the reputation of our customers’ brands. Throughout the world, demand for higher standards of public health, stricter food safety legislation and compliance with workplace safety regulations are driving demand for our service expertise.
Rentokil Initial is a global support services company, operating in all of the major economies of Europe, North America, Asia Pacific and Africa:
- Rentokil Initial is a FTSE 60 company and operates in over 90 countries with revenues of over £5bn.
- We are a ‘people business’ with over 60,000 colleagues.
- We offer a wide range of services to businesses, the public sector and residential customers.
- Our core market categories are Pest Control and Hygiene/Washroom services.
Rentokil Initial has identified three core values that underpin our business - Service, Relationships and Teamwork. By living our values, we are better placed to offer consistently outstanding customer service.
Qualifications
Who are we looking for?
We are looking for a dynamic and influential leader with a passion for driving change. You must be resilient, an excellent problem-solver, and able to inspire others to embrace new ways of working.
Essential Skills & Experience:
Deep Business Knowledge: You must have a detailed, comprehensive understanding of Rentokil Initial's current operational and service business processes, particularly in the area of service delivery (iCABS, ServiceTrak, MyPortals, PestConnect, OneView). Knowledge of other core RI applications would also be beneficial (Vantage, Genesys).
Change Mindset: A proven ability to think critically about existing processes and a passion for designing simpler, smarter, and more effective ways of working for the future.
Leadership & Influence: You are a natural leader who is positive, motivational, and skilled at challenging stakeholders constructively to achieve the best outcome.
Conflict Resolution: You are comfortable navigating complex stakeholder environments and have demonstrated experience in resolving conflicts and prioritisation issues effectively.
Communication: Excellent verbal and written communication skills in English are essential and you will be required to communicate effectively with all levels of stakeholders, from the Regional EXCOM (country MD’s) down to Service Technicians.
Flexibility: This role requires significant travel to our offices and depots in the Netherlands and Belgium and to the Offices in the UK (Crawley and Liverpool), as well as the supplier’s offices in Staines (close to Heathrow Airport).
Desirable Attributes:
Fluent in English language. Proficiency in other European languages, particularly Dutch or French, would be a significant advantage but not mandatory.
Previous experience in a large-scale system implementation project (e.g., ERP, FSM).
A background in operations, service, or project management.
A positive, can-do attitude
Ability to simplify complexity, and keep teams focussed on the end goal
Experience of Rentokil Initial’s existing processes and systems, specifically in the Service Delivery / Operations function
Experience with other RI systems, such as Vantage, OneView and iCABS would be desirable
Additional Information
What do we offer:
Competitive salary
Hybrid working (can be based at any of our European office locations)
Group Management Bonus Scheme
Employee benefits dependent on applicant location
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