Role Summary

The Group Service Delivery Manager is responsible for overseeing service deliveries across several countries for assigned global customers. The role focuses on ensuring smooth HR and payroll service delivery, maintaining strong customer relationships, and driving operational excellence, quality, and compliance across all supported geographies.

This position involves close collaboration with multiple country teams, stakeholders, and customers, making it an excellent opportunity for colleagues who enjoy cross‑border coordination and continuous improvement work.

Your Responsibilities

• Serve as the primary general level operational contact for assigned global customer/s ensuring an exceptional customer experience and high-quality service delivery

• Ensure timely, accurate, and compliant delivery of HR and payroll services across multiple geographies

• Ensure services are delivered in alignment with contractual SLAs by monitoring, reporting, and analysing KPIs related to service excellence and customer satisfaction across all geographies





• Coordinate service delivery activities with country teams and functional units

• Drive operational improvements, proactively support in leading automation initiatives and transition activities between nearshore/offshore teams, and identify further cost optimization opportunities

• Facilitate governance meetings and structured performance follow‑ups both internally and externally

• Ensure harmonization across countries

• Take ownership of client’s service-related financials, including budgeting, forecasting, and cost monitoring

• Ensure adherence to Zalaris’ internal controls, policies, and compliance standards.

• Foster strong collaboration with other Zalaris functions and locations to support integrated service delivery

Your Experience and Skills

• Experience in service delivery, customer‑facing roles, or similar operational positions

• Good understanding of HR or payroll processes (multi‑country knowledge

📌 Global Service Delivery Manager (Madrid)
🏢 Zalaris
📍 Madrid