Service Management Specialist - Senior

EY; Comunidad de Madrid; On-site; EUR 45,000 - 70,000; Full time

Job summary

EY in Madrid is seeking a Senior to join our Global Payroll Operate Service Management Office. This hands-on role supports multi-country payroll engagements, helping EY deliver a consistent, well-governed and high-quality service to multinational clients.

You will coordinate client requests, track actions, prepare reports, support governance meetings, monitor risks and issues, and work closely with EY country payroll teams, engagement teams and global support functions.

Qualifications

• 3–5 years in payroll, operations, or managed services.
• Strong organisational skills and ability to manage multiple tasks.
• Excellent written and verbal communication with internal teams and clients.
• Comfort with data, trackers, reports, dashboards and MS Office.
• Proactive, client-centric mindset and willingness to work across time zones.

Responsibilities

• Support day-to-day service management of multi-country payroll engagements.
• Prepare meeting materials, minutes, reports, dashboards and status updates.
• Track risks, issues, escalations and actions with relevant teams.
• Coordinate with country payroll teams and global support functions.
• Maintain service management trackers and governance records.
• Assist with scope, billing and contract administration.
• Help manage payroll engagement budgets.
• Promote consistent Service Management Office processes and tools.
• Build client relationships and contribute ideas for improvements.
• Grow into larger client-facing or service management roles over time.

Skills

Payroll ops

Client services

Governance

Data analysis

MS Office

Tools

EY Payroll Command Centre

EY DigiPay

EY Interact Payroll

Job description

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

The opportunity

We are looking for a Senior to join our Global Payroll Operate Service Management Office team, based in Madrid, Spain. This is a hands‑on operational role supporting multi-country payroll operate engagements, helping EY deliver a consistent, well‑governed and high‑quality service to multinational clients.

Your key responsibilities

As a Senior in the Service Management Office, you will support the daily running of global payroll engagements. You will help coordinate client requests, track actions, prepare reports, support governance meetings, monitor risks and issues, and work closely with EY country payroll teams, engagement teams and global support functions.

This role is ideal for someone with around three to five years of corporate experience who wants to build a career in global payroll managed services, client service, operations or service management in an exciting, international and global business. You will gain exposure to large multinational clients, cross‑border teams, service governance, payroll technology and EY’s global delivery model.

You will learn how EY delivers payroll services globally, including the use of the EY Payroll Command Centre, EY DigiPay, EY Interact Payroll and Integrated Global Payroll Solution ways of working. You will be supported by experienced managers and senior leaders, with opportunities to grow into larger client‑facing, operational or service management roles over time.

Key responsibilities include:

• Support the day‑to‑day service management of multi‑country payroll operate engagements.
• Prepare meeting materials (including meeting minutes taking), service reports, dashboards, action logs and status updates.
• Track risks, issues, escalations and open actions, and follow up with the relevant teams.
• Coordinate with EY country payroll teams, technology teams and global support functions to help resolve client requests.
• Maintain accurate service management trackers, document repositories and governance records.
• Support scope, change request, billing and contract administration activities.
• Manage financials of payroll engagements in accordance with agreed budget
• Help drive consistent use of Service Management Office processes, templates and tools.
• Build and maintain working relationships with clients.
• Contribute ideas to improve service quality, reporting, automation and the client experience.

Skills and attributes for success

To qualify for the role you must have:

• Around three to five years of experience in payroll, operations, service delivery, client support, managed services, consulting, shared services or a similar environment.
• Strong organisational skills, attention to detail and ability to manage multiple tasks and deadlines.
• Excellent written and verbal communication skills, with confidence working with internal teams and clients.
• Comfort working with data, trackers, reports, dashboards and Microsoft Office tools.
• A proactive, client‑centric mindset, curiosity to learn, and willingness to work across countries, teams and time zones.

Ideally, you’ll also have:

• Experience or interest in payroll, human resources, finance operations or technology‑enabled services.
• Exposure to service‑level reporting, issue tracking, process improvement or governance forums.
• Experience working with EMEIA or global teams.

What we look for

• A reliable team member who enjoys making things organised, clear and on track.
• Someone who is comfortable following up, asking questions and solving practical problems.
• A strong communicator who can build trust with colleagues, clients and global teams.
• A growth mindset and interest in building a long‑term career in global payroll operate, managed services or service management.

Learning and career opportunities

• Hands‑on experience supporting large multinational payroll clients and global delivery teams.
• Coaching from experienced Service Management Office managers and Global Payroll Operate leaders.
• Exposure to payroll technology, reporting, automation, artificial intelligence‑enabled ways of working and global service governance.
• A pathway to grow into service management, client delivery, payroll operations or managed services leadership roles.

What we offer you

At EY, we’ll develop you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more .

Are you ready to shape your future with confidence?

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‑related adjustments or accommodations you may need.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi‑disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.