Service
Operations that run when you're not watching.
Day-to-day execution of payroll, benefits, HRIS administration, and the integration plumbing that ties them together — operated by a pooled team of practitioners with a named coordinator owning your relationship.
Problems we solve
The HR/payroll team is too small for the operational load. Everyone's burning out and turnover is rising.
Operational capacity added without permanent headcount. The pooled team scales with your needs, not your hiring cycle.
Quarter-end and year-end consume the team for weeks at a time.
Year-end cycle planned and executed by people who've done it dozens of times, freeing your team for strategic work.
Multi-country payroll is duct-taped together with local vendors and spreadsheets.
Centralized coordination across countries with local-vendor management, ties to your global HCM, and consolidated reporting back to corporate.
Prevailing wage and certified payroll reporting is a high-risk manual workflow.
Operationalized handling: right tooling, right submissions, right audit trail, all without requiring you to staff for the specialty.
Offerings
What managed services engagements look like
- Tier 1
Operational Support
Best for: live UKG, ADP, or mixed HCM environments that need reliable help with routine configuration, payroll-cycle questions, and recurring operational issues. Includes: named support owner, escalation path, regular operating check-ins, payroll-cycle issue triage, basic configuration support, user and security-role support, report troubleshooting, recurring exception review, small enhancement intake, knowledge-transfer notes, and monthly support summaries. Excludes: full module implementation, major integration rebuilds, platform selection, and custom development outside the managed-services backlog.
- Tier 2
Optimization + Operations
Best for: teams that need steady support plus a structured improvement cadence for configuration gaps, manual workarounds, reporting issues, and payroll-impacting integrations. Includes: everything in Operational Support, current-state assessment, prioritized optimization backlog, monthly roadmap review, configuration cleanup, integration exception triage, payroll and timekeeping process support, reporting backlog, release-readiness review, quarterly reprioritization, documented runbooks, and stakeholder-ready status summaries. Excludes: large-scale reimplementation without separate scope, business-process outsourcing, legal advice, vendor contract negotiation, and around-the-clock help desk coverage unless separately scoped.
- Tier 3
Embedded Platform Operations
Best for: complex HCM operations with lean internal teams, multi-platform environments, M&A activity, high compliance exposure, or recurring payroll and integration risk. Includes: everything in Optimization + Operations, named RJR operating rhythm, cross-functional support across HR, payroll, IT, finance, and operations, payroll-impacting integration monitoring, advanced remediation backlog, data-quality trend review, release and policy impact planning, M&A or reorganization support, executive summaries, deeper runbooks, quarterly planning, and internal team enablement. Excludes: client-side employment or policy decisions, unlimited project work outside agreed capacity, replacement of client payroll or HR leadership, vendor-hosted support obligations, and formal audit representation unless separately scoped.
How we work
Delivery process
Ramp
Knowledge transfer, access provisioning, runbook documentation, and a parallel period before we take primary ownership. Exits when your team signs off on the runbook and we're running the operation without a safety net.
Steady-state operations
Regular operational reviews, day-to-day execution, incident handling. The part where the system just runs.
Quarterly business reviews
Operational metrics, upcoming work, relationship check-ins. Structured cadence above the weekly ops reviews so the engagement stays strategically aligned.
Transition out (when applicable)
Documented runbook handoff, knowledge transfer to your team, clean exit. We've handed operations back to in-house teams several times; every engagement is designed to support this path if you want it.
Operating model
How the engagement runs
Managed services versus implementation
Implementation is the project that gets a platform live. Managed services is the ongoing operating support that helps the platform stay aligned as payroll cycles run, policies change, integrations evolve, and internal teams need experienced backup.
Governance and intake
Each engagement needs clear ownership, clean intake, priority rules, access to the right system owners, and a regular cadence for reviewing progress and trade-offs. The goal is not just ticket closure; it is predictable operation of the HCM, payroll, and workforce stack.
Continuous improvement
Managed services works best when recurring issues become visible patterns. Support activity, exception trends, release impacts, and backlog decisions should feed a practical improvement rhythm instead of disappearing into isolated tickets.
Frequently asked
Questions we hear
Is managed services only for companies that RJR implemented?
No. RJR can support environments implemented by RJR, vendor teams, internal teams, or another consulting partner. The onboarding process is designed to understand the current state before making changes.
How quickly can managed services start?
Most engagements need a structured onboarding period before the team can operate confidently. RJR commonly uses a two-to-four-week onboarding window to review systems, access, process, open issues, and recurring payroll or integration risks.
Can managed services include integration support?
Yes. Integration monitoring, exception triage, mapping review, and remediation can be part of managed services. Larger rebuilds or new integration architecture may need separate project scope.
How is managed services different from optimization?
Optimization is usually project-shaped around a defined backlog of improvements. Managed services is ongoing support with recurring operating rhythms, issue handling, and continuous prioritization.
Can RJR support both UKG and ADP environments?
Yes. RJR works across UKG, ADP, and adjacent workforce systems. The support model should be designed around the client's actual stack rather than around a single vendor label.
What makes a managed-services engagement successful?
The best engagements have clear ownership, clean intake, a prioritized backlog, access to the right system and process owners, and a regular cadence for reviewing progress and trade-offs.
Proof in the field
Featured case studies
- A leading American luxury kitchen appliance manufacturer
Five years of managed services, culminating in platform modernization: a US luxury kitchen appliance manufacturer
5-year managed services relationship evolving into UKG platform modernization
Read the case study → - A leading global heavy equipment manufacturer’s Americas operations
Running a secure 10-year historical data archive after a payroll platform migration: a leading global heavy equipment manufacturer’s Americas operations
10-year compliance data archive post-migration — self-service via Power BI
Read the case study → - Public state university
UKG-to-Workday transition at a public university
A public state university stabilized UKG Workforce Central operations under multi-year managed support, then transitioned to Workday when the client decided to migrate platforms — RJR led both phases.
Read the case study →
Ready to talk through managed services?
Tell us about your operational priority. We'll respond within one business day and route the right people to the conversation.