Global HR Service Excellence Leader (AI-Enabled)

Takeda Pharmaceutical Co.; Cambridge (MA); On-site; USD 212,000 - 333,000; Full time

Job summary

The Head of HR Service Excellence at Takeda Pharmaceutical Co. leads a globally distributed team to design and govern end-to-end HR service experiences, enabling scalable, AI-enabled self-service and data-driven improvements.

The role translates global strategy into a multi-year roadmap and partners with HR leaders to optimize cost-to-serve. Based in Boston, MA, the position requires senior leadership experience in large-scale HR services, cross-functional collaboration, and a track record of

Qualifications

• Significant senior leadership experience in HR shared services at enterprise scale.
• Experience leading distributed teams across regions and offshore delivery.
• Proven ability to drive cross-functional transformation and improve employee experience.
• Deep expertise in knowledge management, analytics, and KPI-driven performance.
• Bachelor’s degree or equivalent professional experience; relevant certifications desirable.

Responsibilities

• Provide strategic direction and leadership for the globally distributed Service Excellence team.
• Lead capability development, succession planning, and performance management.
• Partner with HR PMO on governance, quality assurance, and benefits realization.
• Own the global service excellence roadmap and alignment with enterprise HR strategy.
• Establish and govern enterprise HR service standards, SLAs, and escalation paths.
• Embed global-by-default, local-by-exception mindset across regions.

Skills

Senior leadership

Global HR services

Change management

Knowledge management

Stakeholder management

HR strategy

Education

Bachelor's degree or equivalent

Tools

Workday

ServiceNow

Case management

Knowledge management platforms

Job description

The Head of HR Service Excellence at Takeda Pharmaceutical Co. leads a globally distributed team to design and govern end-to-end HR service experiences, enabling scalable, AI-enabled self-service and data-driven improvements.

The role translates global strategy into a multi-year roadmap and partners with HR leaders to optimize cost-to-serve. Based in Boston, MA, the position requires senior leadership experience in large-scale HR services, cross-functional collaboration, and a track record of