Payroll Service Leader: Drive SLA Excellence

ISS Facility Services UK; Bolton; On-site; GBP 55,000 - 75,000; Full time

Job summary

ISS Facility Services UK is seeking an experienced Payroll Service Manager to lead our Payroll Service Team and deliver a high-quality payroll experience for our people across ISS.

This hands-on leadership role owns the day-to-day payroll query service, ensures queries are resolved within SLAs, and collaborates with the wider Payroll, P&C and Finance teams to drive process improvements and consistent service delivery.

Qualifications

• Five+ years of payroll experience with UK payroll legislation.
• Experience leading a payroll processing/service team.
• Experience managing internal and external stakeholders.
• Experience in-house and outsourced payroll environments.
• Advanced Excel skills.
• Experience with Time & Attendance (T&A) processes.
• CIPP qualification or equivalent experience.
• Strong knowledge of GDPR and data privacy requirements.
• Confident with payroll systems and IT platforms.
• Excellent communication, organisation and problem-solving skills.

Responsibilities

• Lead, support and develop the Payroll Service Team to a high-performing culture.
• Oversee allocation and management of payroll queries within SLAs.
• Act as escalation point for complex or sensitive payroll queries.
• Monitor service performance and improve SLAs with senior payroll leadership.
• Identify recurring issues and trends, driving root-cause analysis to improve employee experience.
• Ensure payroll processes and controls are maintained and developed.
• Build relationships with P&C, Finance, Payroll, Risk & Audit and stakeholders.
• Collaborate with outsourced payroll partners (e.g., SD Worx) for seamless service.
• Support training, coaching and development of team members.
• Contribute to succession planning and payroll function development.

Skills

UK payroll experience

Team leadership

Stakeholder management

Advanced Excel

Time & Attendance

GDPR knowledge

Payroll systems

Education

CIPP qualification

Tools

Payroll systems

Job description

ISS Facility Services UK is seeking an experienced Payroll Service Manager to lead our Payroll Service Team and deliver a high-quality payroll experience for our people across ISS.

This hands-on leadership role owns the day-to-day payroll query service, ensures queries are resolved within SLAs, and collaborates with the wider Payroll, P&C and Finance teams to drive process improvements and consistent service delivery.