Global Incident & Continuity Manager I

Deel; Portugal; Híbrido; EUR 45 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Stock grants

Flexible office membership

Resumo da oferta

Deel is a leading global payroll and HR platform powering teams across 150+ countries. This role focuses on end-to-end client escalations, structured project work, and cross-functional collaboration to meet SLAs and drive continuous improvement.

You will own escalation management, define success criteria, and run cross-functional meetings while identifying risks and delivering RCAs to prevent recurrence. The position supports a dynamic, high-impact global operations environment.

Qualificações

• 2+ years of experience in project management or incident/escalation management.
• Proven ability to manage multiple complex workstreams simultaneously under pressure.
• Solid understanding of operational issues related to Global Payroll, Compliance, Integrations, and Fintech.
• Exceptional written and verbal skills, with the ability to influence cross-functional peers to meet SLAs without direct authority.

Responsabilidades

• Escalations: Own the end-to-end management of standard client escalations, transitioning ad-hoc issues into highly structured projects within Workbench and Jira.
• Project Management: Define clear success criteria and track SLA adherence across all involved stakeholders. Run cross-functional meetings to ensure accountability.
• Risk: Identify and flag risks that lead to delayed resolutions. Maintain total transparency by distributing daily TL;DR updates to all involved parties.
• Process Improvement: Execute thorough Root Cause Analyses (RCAs) post-resolution, ensuring that documentation leads to actionable, preventative measures.

Conhecimentos

Project management

Incident escalation

Cross-functional collaboration

Global payroll

Fintech knowledge

Ferramentas

Jira

Workbench

Descrição da oferta de emprego

Deel is a leading global payroll and HR platform powering teams across 150+ countries. This role focuses on end-to-end client escalations, structured project work, and cross-functional collaboration to meet SLAs and drive continuous improvement.

You will own escalation management, define success criteria, and run cross-functional meetings while identifying risks and delivering RCAs to prevent recurrence. The position supports a dynamic, high-impact global operations environment.