Service Delivery Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Ensure the effective delivery of HR and payroll services while achieving established performance targets.

• Serve as the primary liaison between Zalaris and its clients, taking charge of relationship management.

• Oversee SAP-related processes, fostering operational excellence and adherence to compliance standards.

• Act as the main point of contact for customers, guaranteeing an exceptional customer experience and high-quality service delivery.

• Track, report, and analyze service quality and customer satisfaction KPIs in line with contractual SLAs.

• Manage customer-related financial metrics, encompassing budgeting, forecasting, and cost management.

• Handle change requests, including coordination of testing, deployments, and system modifications within the payroll platform.

• Ensure adherence to internal controls, policies, and regulatory requirements.

• Lead automation projects, such as RPA; assist in transition activities between nearshore and offshore teams; and identify opportunities for cost optimization.

• Foster collaboration with other Zalaris functions and locations to guarantee integrated service delivery.

⛳️ Requirements

• Bachelor’s or master’s degree in finance, accounting, business administration, or a related discipline.

• Professional experience with SAP and/or payroll systems.

• Experience with SAP HCM, global payroll, and partner management.

• Knowledge of HR administration and payroll processing.

• Background in outsourcing HR, finance, IT, or other business processes.

• Proficiency in German and strong English communication skills.

• Excellent customer relationship management and process optimization capabilities.

• Strong business acumen, service orientation, analytical thinking, and customer focus.

🏝️ Benefits

• Private health insurance.

• Group insurance.

• Vacation allowance.

• MultiSport subsidy.

• Preferential rates through the MultiLife program.

• Partial reimbursement for English or German language courses at a professional language school.

• Opportunity to engage with international clients and participate in transformation projects.

• Enjoy a pleasant working environment within a stable, international organization.

• This is a remote position.