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Job Title:  Service Delivery Manager

Application Deadline: 

Reference No: 712

Type: full-time 

Location: Denmark : Copenhagen 



At Zalaris, we simplify HR and payroll administration, empower our customers with useful information so that they can invest more in their people. Our consultants have more than 20 years of experience in transforming HR with our clients. We have three values that guide the way we work:
Everyone matters. We believe that no one person is better than another. 
Aiming high. We dare to aim high, #bestingmyself is everyone’s motto because we give the best version of ourselves to the team.
Team spirit. We believe that the best results are achieved not by being the best in the team but by bringing the best out of your team and supporting each other across the finish line.


Position Summary

Join our team in empowering well-known organizations to achieve more! As a Service Delivery Manager for Outsourced HR & Payroll Services you will be responsible for timely and correct deliveries of service level agreements to Zalaris clients located in Denmark. Are you passionate about providing excellent customer service and eager to be the main customer contact in all outsourced HR and payroll related questions? Then this is the right opportunity for you! 

Your Responsibilities

Managing Customer Service 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 customer 
•    Monitors, follows up, reports and analyses 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 
•    Proactively drives offshoring and nearshoring transition activities for own customers 
•    Ensures that customer documentation such as OPM and control framework is always up-to-date 
•    Approves system or process changes and different type of authorization requests to customer systems 

Customer Service and relationship management:
•    Acts as the operational single point of contact/escalation for named customers 
•    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 
•    Has always a good overview of what is going on with the customer and addresses critical customer issues without delays.  

Financial management:
•    Monitors, follows up, reports and analyses customer specific financial KPI’s such as actual client margins vs. targets and takes corrective actions together with delivery teams in case of negative margin gaps 
•    Has good understanding of the customer agreement, billing principles, SLA’s and related service credit schemes. Ensures that all services are accurately billed on timely manner. 
•    Manages and follows up on change orders for own customer 


Skills & Experience

•    Bachelor’s university degree in relevant field or relevant work experience  
•    Experience from working with and in-depth understanding of Danish payroll and personnel administration, payroll accounting and payroll processes end-to-end 
•    SAP HCM experience 
•    Knowledge on labour laws and other relevant payroll related regulation 
•    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 relationship 
•    Experience in process and RPA improvements  
•    Business minded, analytical and alert to customer needs 
•    Solid understanding of customer expectations in service business 
•    Ability to prioritize, plan and be structured in order to deliver timely and positive results
•    Excellent problem-solving skills 
•    Proactive and energetic  

We offer

  • Flexible working hours/environment
  • Home office option
  • International working environment
  • Flat organisational structure
  • Friendly, highly competent and supportive colleagues
  • Interesting growth opportunities
  • Training opportunities (incl. certifications etc.)
  • Team building events
  • Competitive compensation & benefits package
  • Coffee, tea, fruits and other supplies in the office

Apply now and join #teamZalaris!       

Apply now »