Descripción de la oferta
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 / BeneficiosComprehensive training and development programsFlexible working schedulePrivate medical insurance 100% covered by SD Worx25 vacation days18 hours for personal mattersWorkation: up to 4 weeks abroad per year
ResponsabilidadesServe as the primary service relationship owner for strategic multi-country customersLead customer governance via operational reviews, quarterly business reviews, and steering committeesMonitor service performance against KPIs and SLAs across countriesOversee overall health of customer engagements and align delivery with contractual commitmentsCollaborate with Service Managers and delivery teams for day-to-day executionManage escalations, risks, and service-improvement initiatives across countriesMonitor financial performance including revenue, profitability, forecasting, and budgetingIdentify opportunities for service optimization, innovation, and growth while supporting account development
Requisitos principales7+ years of experience in HR, Payroll, HCM, BPO, or Managed Services5+ years in client-facing rolesProven experience managing complex enterprise, multi-country relationshipsStrong background in Service Delivery Management, Customer Success, or OutsourcingExperience leading executive governance forums and steering committeesSolid understanding of SLA, KPI, and contractual governanceExperience with financial performance, forecasting, revenue, and budgeting discussionsStrong stakeholder management across customer, operational, commercial, and executive audiencesExperience in matrix and international delivery organizationsExcellent communication, negotiation, and influencing skillsFluent English; additional European languages are advantageousGood understanding of HR and payroll technical landscapesCommunicationNegotiationInfluencingSLA/KPI managementContractual governanceService governance frameworks
