Are you ready to elevate your career as a Service Delivery Manager in our Customer Care team ? As a Service Delivery Manager at Pentos Customer Care, you will build strong, trusted relationships with customers by understanding what drives their business and success. You will also steer service delivery in a structured and proactive way. Acting as the key link between customers, technical teams, and Key Account Managers, you turn customer needs into measurable value.
Customer Success:
Service Delivery & Excellence:
Monitor service delivery performance against agreed SLAs, KPIs and quality standards.
Manage escalations, address delivery challenges and drive continuous improvement.
Monitor budgets, bookings, forecasts and service profitability, ensuring financial transparency and control.
Identify opportunities to expand services and create additional value for customers.
Work closely with Key Account Managers to support account development and commercial growth.
Coordinate collaboration between customers, technical teams and Key Account Managers.
Ensure effective communication and alignment across stakeholders to keep service delivery on track.
Anticipate risks and delivery challenges, identifying and implementing effective solutions.
Identify opportunities to improve service quality,



strengthen customer relationships and create measurable value.
Proven experience in service delivery, project management or a comparable customer-facing role, ideally in SAP Payroll and/or SuccessFactors area.
Experience monitoring operational performance, with a sound understanding of commercial and financial aspects.
Fluency in spoken English, German and Spanish is mandatory.
Strong communication, stakeholder management and problem-solving skills, including the ability to manage escalations.
Experience a versátil work environment with remote work options.
Accelerate your career with continuous professional development , training opportunities, and language courses.
Benefit from country-specific perks tailored to local regulations.
Founded in 2000, our mission is to provide our clients with excellence in technology-enabled HR and GRC management. As a leading provider of SAP consulting services, we pride ourselves on fostering a collaborative and inclusive work environment where every team member can thrive and grow.
Join a company that values innovation, excellence, and the well-being of its employees and be part of a forward-thinking organization where your contributions make a real impact.

📌 Service Delivery Manager (remote) (Madrid)
🏢 Pentos
📍 Madrid