Global Service Delivery Manager

Zalaris; Madrid; Hybrid; EUR 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid work options

Platinum-level health insurance

Daily meal perks

Modern city-center office with parking

Extra vacation days

Job summary

Zalaris invites a Group Service Delivery Manager to oversee HR and payroll service deliveries across multiple geographies. You will maintain strong customer relationships, ensure contractual compliance, and drive operational excellence with nearshore and offshore teams.

The role requires cross-border coordination and a proactive mindset to optimize costs and service quality. Based in Madrid or surrounding area, you will lead governance, budgeting, and performance reviews while collaborating with

Qualifications

• Experience in service delivery, customer-facing roles, or similar operational positions.
• Good understanding of HR or payroll processes (multi-country knowledge is a plus).
• Strong communication, organization, and stakeholder management skills.
• Proactive, solution-oriented mindset with a focus on continuous improvement.
• Excellent problem-solving skills.
• Ability to work in a virtual, multi-country, fast-paced environment.
• Excellent presentation and negotiation skills.
• Professional fluency in spoken and written English.

Responsibilities

• Serve as the primary global level operational contact for assigned global customer(s) ensuring an exceptional customer experience and high-quality service delivery.
• Ensure timely, accurate, and compliant delivery of HR and payroll services across multiple geographies.
• Ensure services align with contractual SLAs by monitoring KPIs and reporting on performance across geographies.
• Coordinate service delivery activities with country teams and functional units.
• Drive operational improvements and support automation and transition activities across nearshore/offshore teams.
• Facilitate governance meetings and structured performance follow-ups with internal and external stakeholders.
• Ensure harmonization of processes across countries.
• Own the client’s service-related financials including budgeting, forecasting, and cost monitoring.
• Ensure adherence to internal controls, policies, and compliance standards.
• Collaborate with other Zalaris functions and locations to support integrated service delivery.

Skills

Service delivery

HR/payroll

Stakeholder management

Communication

Problem solving

English

Negotiation

Presentation

Cross-border collaboration

Job description

Role Summary

The Group Service Delivery Manager is responsible for overseeing service deliveries across several countries for assigned global customers. The role focuses on ensuring smooth HR and payroll service delivery, maintaining strong customer relationships, and driving operational excellence, quality, and compliance across all supported geographies.

This position involves close collaboration with multiple country teams, stakeholders, and customers, making it an excellent opportunity for colleagues who enjoy cross‑border coordination and continuous improvement work.

Your Responsibilities

• Serve as the primary global level operational contact for assigned global customer/s ensuring an exceptional customer experience and high-quality service delivery
• Ensure timely, accurate, and compliant delivery of HR and payroll services across multiple geographies
• Ensure services are delivered in alignment with contractual SLAs by monitoring, reporting, and analysing KPIs related to service excellence and customer satisfaction across all geographies
• Coordinate service delivery activities with country teams and functional units
• Drive operational improvements, proactively support in leading automation initiatives and transition activities between nearshore/offshore teams, and identify further cost optimization opportunities
• Facilitate governance meetings and structured performance follow‑ups both internally and externally
• Ensure harmonization across countries
• Take ownership of client’s service-related financials, including budgeting, forecasting, and cost monitoring
• Ensure adherence to Zalaris’ internal controls, policies, and compliance standards.
• Foster strong collaboration with other Zalaris functions and locations to support integrated service delivery

Your Experience and Skills

• Experience in service delivery, customer‑facing roles, or similar operational positions
• Good understanding of HR or payroll processes (multi‑country knowledge is a plus)
• Strong communication, organization, and stakeholder management skills
• A proactive, solution‑oriented mindset with a focus on continuous improvement
• Excellent problem-solving skills
• Ability to work effectively in a virtual, multi‑country, fast‑paced environment
• Excellent presentation and negotiation skills
• Professional efficiency in spoken and written English

What we offer

• Salary starting from 2500 EUR gross, based on seniority, technical and business experience, and skills
• Annual performance bonus tied to departmental KPI achievements
• A strong, supportive, multi‑country team environment
• Exposure to global customers and multi‑country delivery landscapes
• Opportunities to influence service quality and improvement initiatives
• A role with high visibility and impact across the organization
• Opportunity for further development, supported by strong mentoring and guidance from our experienced GSDM team
• Flexible work arrangements, including hybrid work options
• Platinum‑level health insurance for peace of mind, including coverage for sports, dentistry, mental support, massages, and more
• Daily meal perks: lunch compensation and daily office snacks and fruit
• Modern city‑center office: rooftop terrace, free parking, and a dog‑friendly policy - bring your pet to work!
• Extra vacation days, seniority‑based additional leave, paid doctors visit hours, and flexible working time.

If you are ready to take the next step in your development and shape how we deliver services globally, we would be excited to have you join us on this journey!