Service Delivery Manager

2 months ago

Vancouver, British Columbia, Canada ZALARIS Deutschland AG Full time
Service Delivery Manager

Zalaris HR Services AS is a rapidly expanding global leader in Tech HR and payroll solutions. We're big enough for you to grow and be a part of an international environment, yet small enough for you to be visible and truly make a difference.

We're committed to building a diverse, inclusive, and authentic workplace where everyone brings their own uniqueness. Our Service Delivery Manager will ensure the timely and correct deliveries of outsourced payroll and HR services and technology to Zalaris clients located in the UK and Ireland as per the agreed contract.

Key Responsibilities:
  • Manage Service Delivery and continuous improvements: Has a proactive and consultative role in solving payroll related issues in customer service, driving continuous improvement of customer processes, and adding value to the customer.
  • Monitor, analyze, report & follows up, on operational KPI's around service excellence and customer satisfaction for own clients and takes immediate corrective actions whenever there is a risk of operational KPI's or SLA's not being met.
  • Ensures that customer documentation such as OPM and control framework is always up to date.
  • Customer Service and relationship management: Has a solid understanding of payroll processes end-to-end, the agreed delivery scope and responsibilities and ensures compliance with these tasks and processes.
  • Prepares monthly service reports to named customers and organizes service meetings according to agreed governance model.
  • Analyses / monitors, reports, follows up, on customer specific financial KPI's such as hours on WBSE, actual client margins vs. targets and takes corrective actions together with delivery teams in case of negative margin gaps.
  • Has a good understanding of the customer contract, billing principles, SLA's and related service credit schemes.
  • Ensures that all services are accurately billed in a timely manner with PO coverage to ensure a prompt payment from the customer.
  • Manages and follows up on change orders from start to end of process ensuring all aspects of the process are agreed and approved by both the client and Zalaris for own clients.
Requirements:
  • Experience from working with and in-depth understanding of payroll and personnel administration, payroll accounting and payroll processes end-to-end.
  • Experience in outsourcing of HR /payroll, accounting, IT or other business functions either from service provider or customer side
  • Minimum of 2 years' experience in managing customer relationships.
  • Solid understanding of customer expectations in service business
  • Business and service minded, analytical and customer focused.
  • Knowledge on employment laws and other relevant payroll related regulation
  • SAP HCM experience
What We Offer:
  • Employer pensions contributions of 5%
  • Private Medical Insurance (with option to add dependents)
  • Employee education and apprenticeship opportunities (i.e. free SAP learning and/or relevant qualifications)
  • Financial rewards for long service and achievements
  • Strong leadership with an open-door policy
  • Non-hierarchical approach to people management
  • Company social and team bonding events
  • Annual Leave Purchase Scheme
  • Additional leave for Long Service (+1d holiday from start of 5th year of service)
  • Corporate branded merchandise
  • Paid time off for community volunteering
  • Retirement (financial) information pack (from our pension provider, 6 months prior to retirement)

Zalaris is dedicated to building a diverse, inclusive, and authentic workplace. We ensure equal opportunity for all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

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