Global Service Delivery Manager (remote) w/ full professional level of German


Mariana Guzman Ayza
  • English
  • German
  • Spanish

Our client, with 25 years of experience in the industry, is a leading provider of cloud-based human capital technology and services, helping businesses navigate complex HR challenges in an efficient way. Their expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive. 

They are now looking for an EU-based Global Service Delivery Manager to manage accounts globally and be accountable for teams to provide services with the highest quality and guarantee their continuity as prescribed. This role works in collaboration with Account Management, Commercial, Operations, and any other teams involved in the delivery of service to clients. 


  • Full professional level of German
  • Full professional level of English
Spain Remote

Main Responsibilities

  • Manage P&L on aligned accounts 
  • Accountable for the e2e management of all contractual service components and meet client Customer Satisfaction goals 
  • Focuses on adhering to company standards and best practices by working with internal teams
  • Deep knowledge about their clients, their results (operational and financial), their internal dynamics, evolution, and critical spots to be able then to use these to drive better outcomes
  • Accountable for operating cost targets, Proactive Root Cause Analyses (RCA’s), SLAs, and reporting on services
  • Works to ensure that quality SLA data is provided via the reporting tools to our client as part of the Governance Performance Reviews 
  • Identify and support opportunities leading to CRs 
  • Coordinates across AMS, Ops, and other functions to ensure smooth and seamless delivery
  • Responsible for managing client expectations 
  • Collaborates with Operations/PY Leads/Country Managers on remediation Accounts to lead the path to Green 
  • Supports Security Initiatives and will support accountable teams in any possible Security Incident; responsible for sharing the final Security RCA with the client along 
  • Validate inputs for monthly invoicing

Core Skills/experience

  • At least 7+ years of experience in account management, client-facing roles 
  • Knowledge and experience in the global payroll, HR Administration, and related work areas required 
  • Experience in engaging with senior leadership within the client organization 
  • Prior experience in Payroll Operations preferred 
  • Experience in working with global stakeholders across multiple geographies recommended
  • Strong business acumen and understanding of P&L components 
  • Ability to manage internal and external stakeholder  
  • Capacity to work in a matrix organization

What’s on offer

  • Permanent Contract
  • Full remote role (Europe-based)
  • Competitive salary
  • Health insurance
  • Flexible working hours

Our recruitment process

  • Step 1: Interview with one of our Recruiters to get to know you better
  • Step 2: Virtual interview with the HR team
  • Step 3: Virtual interview with the Hiring Manager