The Service Delivery Manager (SDM) is responsible for ensuring the overall quality and consistency of service delivered to the client, while maximizing ADP Celergo's contribution profitability and increasing client satisfaction on enterprise accounts. The SDM is expected to have a proactive approach to client management, rather than reacting to queries. The SDM is a process champion, relationship focused, and is tasked with retaining and expanding the client's business. The SDM is also responsible for understanding each client specific process to make key recommendations for improvements and efficiency gains. The SDM must also work with his/her team members in other regions to effectively roll-up data, reports, and roll out new processes relating to the account.

This position reports to the Supervisor of Service Delivery. Each Client Account Manager (CAM) who works on specified enterprise accounts will be responsible for informing the SDM of client status, issues, and provide recommendations which will be reviewed by the SDM for effectiveness and scope.





Essential Duties & Responsibilities
- Ensure accuracy and timeliness of each Enterprise Client's payrolls globally.
- Holding CAMs accountable for internal and external deliverables and deadlines by reviewing monthly checklists and related metrics for real-time status updates of the payroll.
- Review defects or gaps in each client's process to determine how to streamline the payroll process.
- If applicable, coordinate with the respective Regional Team Leads to make recommendation on how to increase productivity and efficiency.
- Provide clients with:
- Strong critical problem-solving results by being available and proactively anticipating issues that may arise.
- Strong project management and project execution for client-specific projects. i. Ensure there are change control documents and/or work orders specifications for out of scope projects with agreement of fees in advance of project initiation.
- Keep clients

📌 Service Delivery Manager (Barcelona)
🏢 Adp
📍 Barcelona