SAP Senior Service Delivery Manager - SD Worx
hace 18 horas
Armilla
Overview In this role you drive service delivery for strategic, multi-country accounts, ensuring governance, performance, and financial health. You partner with cross-functional teams and senior stakeholders to optimize delivery and grow the business. You’ll lead governance forums, monitor KPIs, and manage risks to sustain high customer satisfaction. This is a high-impact role at a European leader enabling HR services at scale, with opportunities to shape service outcomes and customer success. Compensaciones / Beneficios • Comprehensive training and development programs, • Flexible working schedule, • Private medical insurance 100% covered by SD Worx, • 25 vacation days, • 18 hours for personal matters, • Workation: up to 4 weeks abroad per year Responsabilidades, • Serve as the primary service relationship owner for strategic multi-country customers, • Lead customer governance via operational reviews, quarterly business reviews, and steering committees, • Monitor service performance against KPIs and SLAs across countries, • Oversee overall health of customer engagements and align delivery with contractual commitments, • Collaborate with Service Managers and delivery teams for day-to-day execution, • Manage escalations, risks, and service-improvement initiatives across countries, • Monitor financial performance including revenue, profitability, forecasting, and budgeting, • Identify opportunities for service optimization, innovation, and growth while supporting account development Requisitos principales, • 7+ years of experience in HR, Payroll, HCM, BPO, or Managed Services, • 5+ years in client-facing roles, • Proven experience managing complex enterprise, multi-country relationships, • Strong background in Service Delivery Management, Customer Success, or Outsourcing, • Experience leading executive governance forums and steering committees, • Solid understanding of SLA, KPI, and contractual governance, • Experience with financial performance, forecasting, revenue, and budgeting discussions, • Strong stakeholder management across customer, operational, commercial, and executive audiences, • Experience in matrix and international delivery organizations, • Excellent communication, negotiation, and influencing skills, • Fluent English; additional European languages are advantageous, • Good understanding of HR and payroll technical landscapes, • Communication, • Negotiation, • Influencing, • SLA/KPI management, • Contractual governance, • Service governance frameworks