Remote Service Delivery Manager - SAP & Customer Success

Pentos‑SHAPEiN Group; Madrid; Teletrabalho; EUR 55 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work options

International team

Continuous professional development

Language courses

Competitive bonus structure

Country-specific perks

Private company stability

Resumo da oferta

Pentos-SHAPEiN Group is seeking a Service Delivery Manager to lead our Customer Care team, building trusted relationships, understanding client objectives, and steering service delivery in a proactive, structured way. You will liaise between customers, technical teams and Key Account Managers to translate needs into measurable value.

The role requires experience in service delivery or project management, with SAP Payroll and/or SuccessFactors as a plus, and fluency in English, German and

Qualificações

• Proven experience in service delivery, project management or a comparable customer-facing role, ideally in SAP Payroll and/or SuccessFactors area.
• Experience monitoring operational performance, with a sound understanding of commercial and financial aspects.
• Fluency in spoken English, German and Spanish is mandatory.
• Strong communication, stakeholder management and problem-solving skills, including the ability to manage escalations.
• A structured, proactive and customer-oriented approach, with ownership and the ability to manage multiple priorities.

Responsabilidades

• Build trusted, long-term relationships with customers and proactively manage their expectations.
• Monitor service delivery performance against agreed SLAs, KPIs and quality standards.
• Manage escalations, address delivery challenges and drive continuous improvement.
• Monitor budgets, bookings, forecasts and service profitability, ensuring financial transparency and control.
• Coordinate invoicing and manage change requests in collaboration with relevant stakeholders.
• Identify opportunities to expand services and create additional value for customers.

Conhecimentos

Service delivery

Project management

Customer-facing

SAP Payroll

SuccessFactors

Stakeholder management

Descrição da oferta de emprego

Pentos-SHAPEiN Group is seeking a Service Delivery Manager to lead our Customer Care team, building trusted relationships, understanding client objectives, and steering service delivery in a proactive, structured way. You will liaise between customers, technical teams and Key Account Managers to translate needs into measurable value.

The role requires experience in service delivery or project management, with SAP Payroll and/or SuccessFactors as a plus, and fluency in English, German and