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Service Delivery Manager, Stockholm (SVZA-0001)

Location Stockholm (SVZA-0001), Sweden
Posted 19-October-2021
Position SummaryJoin 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 ofservice level agreementsto Zalaris clients located in Sweden. 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 ResponsibilitiesManaging 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 KPIs around service excellence and customer satisfaction for own clients and takes immediate corrective actions whenever there is a risk of operational KPIs or SLAs 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 systemsCustomer 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 KPIs 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, SLAs and related service credit schemes. Ensures that all services are accurately billed on timely manner. Manages and follows up on change orders for own customerSkills & Experience Bachelors university degreein relevant field or relevant work experience Experience from working with and in-depth understanding of Swedishpayroll 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 personalityWe offer you * 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

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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