SAP Senior Service Delivery Manager
hace 2 días
Armilla
Experteer 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 • 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 Responsabilidades • 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 Requisitos principales • 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