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 global level operational contact for assigned general 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 is a plus)

Strong communication, organization, and stakeholder management skills

A proactive, solution‑oriented mindset with a focus on continuous improvement

Excellent problem-solving skills

Ability to work effectively in a virtual, multi‑country, fast‑paced environment

Excellent presentation and negotiation skills

Professional efficiency in spoken and written English

What we offer

Salary starting from 2500 EUR gross, based on seniority, technical and business experience, and skills

Annual performance bonus tied to departmental KPI achievements

A strong, supportive, multi‑country team environment

Exposure to global customers and multi‑country delivery landscapes

Opportunities to influence service quality and improvement initiatives

A role with high visibility and impact across the organization

Opportunity for further development, supported by strong mentoring and guidance from our experienced GSDM team

Flexible work arrangements, including hybrid work options

Platinum‑level health insurance for peace of mind, including coverage for sports, dentistry, mental support, massages, and more

Daily meal perks: lunch compensation and daily office snacks and fruit

Modern city‑center office: rooftop terrace, free parking, and a dog‑friendly policy - bring your pet to work!

Extra vacation days, seniority‑based additional leave, paid doctors visit hours, and flexible working time.

If you are ready to take the next step in your development and shape how we deliver services globally, we would be excited to have you join us on this journey!

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