Payroll Service Delivery Manager

Deel; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Deel is seeking a Payroll Service Delivery Manager to enhance client relationships and drive satisfaction in London. You will oversee client portfolios and identify growth opportunities, ensuring service delivery meets contractual expectations while working in a dynamic and diverse environment.

Benefits

Stock grant opportunities

Flexible remote work options

Scalable benefits and rewards

Qualifications

• Knowledge of customer contracts and unique provisions.
• Proven experience in client relationship management.
• Ability to identify and drive business expansion opportunities.

Responsibilities

• Manage client relationships to ensure exceptional service.
• Oversee client portfolios and improve customer satisfaction.
• Conduct monthly Operations Reviews and ensure delivery aligns with SLAs.

Skills

Analytical skills

Attention to detail

Multitasking abilities

Job description

Who we are is what we do.

Deel is the all-in-one payroll and HR platform for global teams. Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment management into one seamless platform. With AI-powered tools and a fully owned payroll infrastructure, Deel supports every worker type in 100+ countries—helping businesses scale smarter, faster, and more compliantly.

Among the largest globally distributed companies in the world, our team of 5,000 spans more than 100 countries, speaks 74 languages, and brings a connected and dynamic culture that drives continuous learning and innovation for our customers.

Why should you be part of our success story?

As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies – breaking down borders that have traditionally limited both hiring and career opportunities. We're not just building software; we're creating the infrastructure for the future of work, enabling a more diverse and inclusive global economy. In 2024 alone, we paid $11.2 billion to workers in nearly 100 currencies and provided healthcare and benefits to workers in 109 countries—ensuring people get paid and protected, no matter where they are.

Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator’s top companies list – all while maintaining a 4.83 average rating from 15,000 reviews across G2, Trustpilot, Captera, Apple and Google.

Your experience at Deel will be a career accelerator. At the forefront of the global work revolution, you'll tackle complex challenges that impact millions of people's working lives. With our momentum—backed by a $12 billion valuation and $800 million in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact while building expertise that makes you a sought-after leader in the transformation of global work.

The role in a nutshell:

As the Payroll Service Delivery Manager, you will manage client relationships, ensuring exceptional service and support while identifying growth opportunities. You'll oversee client portfolios, drive satisfaction, and contribute to the company's success. Strong analytical skills, attention to detail, and multitasking abilities are essential in this role.

What you'll do:

Customer Satisfaction & Customer Reference Status

• Maintain an active, up-to-date Customer Account Plans that includes the following:

  • Company background

  • Customer growth plans – identify new business opportunities; establish, maintain, execute, and measure against the plans

  • Joint Relationship Maps

  • Active Projects

  • Contract Renewal Plans

• Maintain active, up-to-date Client Action Logs

  • Ensure any required operational meetings, discussions related to escalations or projects occur as committed

  • Issues and requests are being managed according to committed timeframes

• Conduct monthly Operations Reviews

  • Key Performance Indicator / Service Level Agreement Reporting

  • Joint Escalation Matrices

• Arrange and facilitate Business Review Meetings (quarterly or semi-annually or annually) to establish deeper relationships

• Maintain recurring (but no less than monthly) engagement with key customer contacts to foster a deeper partnership between organizations

• Partner with customers to determine ‘reference’ status o Tracking CSAT through Client Health Index

• Understand client business needs and ensure delivery of service and products meet client contractual expectations

• Proactively identify service issues and collaborate with internal stakeholders and the client to implement effective solutions

• Ensure service delivery is aligned with contracted Statement of Work (SOW) and any other contractual agreements

• Achieve targeted Client Satisfaction annual objectives

  • Collaborate with clients to establish annual objectives; provide status

Key Qualifications:

• Knowledge of customers contract, including any one-off or unique provisions

• Drive actions to retain existing business and obtain contract renewals

• Identify business expansion opportunities and coordinate the provision of new services to client

Profit & Loss (P&L)

• Timely and accurate reporting of account financial performance and commercial status to all relevant stakeholders

• Drive financial efficiency throughout the account

  • monthly P&L analysis

  • Coordination with Finance and customer to ensure the accuracy and timely payment of invoices, ensuring annual recurring fees and any additional services are being invoiced as contractually agreed

Operational Performance

• Partner with key operations stakeholders to ensure service delivery aligns with SLA requirements

• Assess and analyze Key Performance Indicator (KPI) results

• Actively involved in suggesting and recommending approaches for performance improvement

• Track and monitor change requests

• Review and approve Root Cause Analysis and Remediation Plans in accordance with client

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.

Some things you’ll enjoy

• Stock grant opportunities dependent on your role, employment status and location

• Additional perks and benefits based on your employment status and country

• The flexibility of remote work, including optional WeWork access

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.

Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visitingour careers page.

Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.

Deel will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent Acquisition Team at [e-mail] of the nature of the accommodation that you may require, to ensure your equal participation.

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