Overview In this role you drive service delivery for strategic, multi-country accounts, ensuring governance, performance, and financial health. You partner with cross-functional teams and senior stakeholders to optimize delivery and grow the business. You'll lead governance forums, monitor KPIs, and manage risks to sustain high customer satisfaction. This is a high-impact role at a European leader enabling HR services at scale, with opportunities to shape service outcomes and customer success.

Compensaciones / Beneficios Comprehensive training and development programs

Adaptable working schedule

Private medical insurance 100% covered by SD Worx

25 vacation days

18 hours for personal matters

Workation: up to 4 weeks abroad per year

Responsabilidades Serve as the primary service relationship owner for strategic multi-country customers

Lead customer governance via operational reviews, quarterly business reviews, and steering committees

Monitor service performance against KPIs and SLAs across countries

Oversee overall health of customer engagements and align delivery with contractual commitments

Collaborate with Service Managers and delivery teams for day-to-day execution

Manage escalations, risks, and service-improvement initiatives across countries





Monitor financial performance including revenue, profitability, forecasting, and budgeting

Identify opportunities for service optimization, innovation, and growth while supporting account development

Requisitos principales 7+ years of experience in HR, Payroll, HCM, BPO, or Managed Services

5+ years in client-facing roles

Proven experience managing complex enterprise, multi-country relationships

Strong background in Service Delivery Management, Customer Success, or Outsourcing

Experience leading executive governance forums and steering committees

Solid understanding of SLA, KPI, and contractual governance

Experience with financial performance, forecasting, revenue, and budgeting discussions

Strong stakeholder management across customer, operational, commercial, and executive audiences

Experience in matrix and international delivery organizations

Excellent communication, negotiation, and influencing skills

Fluent English; additional European languages are advantageous

Good understanding of HR and payroll technical landscapes

Communication

Negotiation

Influencing

SLA/KPI management

Contractual governance

Service governance frameworks

📌 SAP Senior Service Delivery Manager (Armilla)
🏢 Sd Worx
📍 Armilla