Lettland, RigaLettland, Riga

Zalaris HR Services AS

Erstellungsdatum 23.08.2023

Service Delivery Manager ( with German language knowledge)

Reference No: 2023

Office Type:

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

The SDM (Service Delivery Manager) shall ensure timely and correct deliveries (SLA`s) to clients located in Germany, providing quality in service delivery, and taking pride in contributing to high customer satisfaction.

Your Responsibilities

Managing Service Delivery 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
  • Financial planning and budgeting for own customers' business
  • 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


  • SAP HCM experience
  • Knowledge on German labor 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 improvement
  • 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
  • Good spoken and written English in combination with German language as mother tongue/fluent

Education & experience

  • Master's or bachelor's university degree in economics, accounting, IT or HR /business administration
  • Experience from working with and in-depth understanding of payroll and personnel administration, payroll accounting and payroll processes end-to-end

We offer you

  • Salary starting from 2000-2600 EUR gross, based on the experience
  • International working environment
  • Friendly and supporting colleagues
  • Modern and cozy office premises
  • Platinum level health insurance
  • Lunch compensation
  • Team building events
  • Training and development opportunities
  • Coffee, tea, fruits and other supplies in the office
  • Flexible working conditions and opportunity to flex work hours
  • Possibility to partly work from home

Apply now and join #teamZalaris!

Zalaris is dedicated to building a diverse, inclusive, and authentic workplace. We are an equal opportunity employer that does not tolerate any discrimination. We ensure equal opportunity for all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Zalaris' employees come from different backgrounds, cultures, and walks of life, and we are proud of it.

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