Service Delivery Manager

• Practice SAP

• Technologies SAP Technology Jobs

• Location Multiple Locations, Germany

• Type Permanent

Job Description: Service Delivery Manager (SDM)

Location: Germany

Position Summary:

We are seeking a dedicated Service Delivery Manager (SDM) to ensure the timely and accurate delivery of outsourced payroll and HR services and technology to our clients in Germany. This role requires a deep understanding of payroll processes, whether from a service provider or client perspective, and aims to maintain high customer satisfaction for both clients and their employees.

Responsibilities:

Managing Service Delivery and Continuous Improvements:

• Proactively solve payroll-related issues in customer service, drive continuous improvement of customer processes, and add value to the customer.
• Monitor, analyse, report, and follow up on operational KPIs related to service excellence and customer satisfaction, taking immediate corrective action if KPIs or SLAs are at risk.
• Drive offshoring and nearshoring transition activities for clients.
• Ensure customer documentation such as OPM and control framework is always up-to-date.
• Approve system or process changes and various authorization requests to customer systems.

Customer Service and Relationship Management:

• Act as the operational single point of contact/escalation for named customers.
• Maintain a solid understanding of end-to-end payroll processes, agreed delivery scope, and responsibilities, ensuring compliance with these tasks and processes.
• Prepare monthly service reports for clients and organize service meetings as per the agreed governance model.
• Keep an overview of customer activities and address critical issues promptly.

Financial Management:

• Analyse, monitor, report, and follow up on customer-specific financial KPIs such as hours on WBSE, actual client margins versus targets, and take corrective actions with delivery teams if there are negative margin gaps.
• Understand the customer contract, billing principles, SLAs, and related service credit schemes, ensuring accurate and timely billing with PO coverage for prompt payment. Resolve invoice discrepancies quickly.
• Manage and follow up on change orders from start to end, ensuring all aspects are agreed upon and approved by both the client and the service provider.

Personal Skills and Requirements:

• Experience with and in-depth understanding of payroll and personnel administration, payroll accounting, and end-to-end payroll processes.
• Experience in outsourcing HR/payroll, accounting, IT, or other business functions from either the service provider or customer side.
• Minimum of 2 years’ experience in managing customer relationships.
• Experience in process improvement and RPA (Robotic Process Automation).
• Solid understanding of customer expectations in service business.
• Business and service-minded, analytical, and customer-focused.
• Ability to prioritize, plan, and structure tasks to deliver timely and positive results.
• Excellent problem-solving skills.
• Knowledge of employment laws and other relevant payroll-related regulations.
• Proactive and energetic demeanour.
• Experience with SAP HCM is advantageous.
• German Speaking

Financial Benefits:

• Company Car
• Customer and Employee Referral schemes.
• Occupational sick pay (2 months).
• Occupational maternity leave package (12 weeks).
• Life assurance (3x basic salary).
• Employer pension contributions of 5%.
• Bonus scheme with accelerators.
• Private Medical Insurance (with option to add dependents).
• Employee education and apprenticeship opportunities (e.g., free SAP learning and/or relevant qualifications).
• Financial rewards for long service and achievements.
• Free eye tests.
• Monthly cash prize draw.

Non-Financial Benefits:

• Work-life balance and flexibility ethos.
• Strong leadership with an open-door policy.
• Non-hierarchical approach to people management.
• Company social and team bonding events.
• Annual Leave Purchase Scheme.
• Additional leave for long service (+1 day holiday from start of 5th year of service).
• Sabbatical opportunities.
• Corporate branded merchandise.
• Employee recognition program.
• Mentorship program.
• Employee Assistance Programme (Health Assured).
• Paid time off for community volunteering.
• Retirement information pack (provided 6 months prior to retirement).

Join our team and contribute to the success of our clients by ensuring excellent service delivery and continuous improvement in payroll and HR services.

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