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Manager International Service Delivery

Dreieich Ost, DE, 63303 Katowice, PL, 40-202 Renfrew (Glasgow), GB, PA4 8WF Antwerpen, BE, 2000 Ebene, MU, -

SD Worx is a leading European provider of Payroll & HR services with global reach. SD Worx’s +4000 employees operate in countries all over Europe and in Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

 

PEOPLE AND CUSTOMER COACH

 

you will have the skills and ability to demonstrate that you can

 

  • Show clear Vision and Purpose and inspire teams and colleagues to organize themselves in an agile way in order to reach targets. The ability also to push (operational) decisions to the floor. 
  • Create an environment where teams and colleagues are inspired to embrace change and take ownership. The ability also to attract and coach individuals that show disruptive thinking, in order to stimulate experimentation and innovation.
  • Share leadership responsibilities within the team based on individual’s talents. The ability also to coach each colleague in discovering and developing their talent in an environment of continuous learning.
  • Ability to build a strong network with internal and external stakeholders.

 

YOUR ROLE


Provide leadership & direction to the team of international service delivery managers, challenge and inspire them, be a role model.  You will ensure that you and the team maximise productivity and profitability while maintaining high levels of quality in service delivery and customer satisfaction, achieved through excellent communication and people management skills, close interaction with delivering units (internal & external) and  combined with the commercial drive to ensure maximum client satisfaction. You will be responsible for the operational follow- up of all customers within the global services organisation. In your role you will act as the next escalation level for international customers. participate to the quarterly service reviews of customers managed by your team of service delivery managers. 

 

KEY ACCOUNTABILITIES


1.    Perform service delivery management by being a role model for the team and demonstrate what service delivery management is about: 

 

  • monitoring and following up the relationship and the agreements made with the client;
  • managing contracts and monitoring follow-up of the services and invoicing;
  • achieving turnover and market targets for your client portfolio;
  • maintaining regular contact with clients to identify their challenges and formulate proposals;
  • apply the necessary governance model with monthly and quarterly reviews;
  • advising clients and communicating with impact, both verbally and in writing;
  • monitoring and coordinating efficient implementation in accordance with the agreements made and the SLAs;
  • promoting products and services according to the needs of our clients (up to executive level);
  • maintaining good contacts with our partners, subcontractors and the SD Worx countries involved;
  • actively taking part in pre-sales activities;
  • helping the team to acquire knowledge by passing on his/her own expertise to colleagues.

 

2.    Provide leadership & direction to a team of service delivery managers, challenge and inspire them, this will be achieved though the implementation and maintenance of best practice working practices, policies and procedures:

 

  • drive colleague engagement through the development and implementation of effective engagement plans;
  • perform regular coaching and monitor performance of the team;
  • provide feedback to the group & the individuals;
  • define targets & objectives for the team in line with the overall group objectives;
  • act as their next escalation point;
  • communicate and inform the team on the company objectives, strategy, and their role in this;
  • create a ‘learning environment’, encourage growth of each individual.

 

3.    Constantly review the way we service or manage our clients and initiate service improvements where needed.

 

OUR EXPECTATIONS


Thinking and Acting Outside In

 

  • Defines Vision and Purpose in an inspiring and engaging strategy into the organization.
  • Encourages and makes sure direct managers and colleagues translate the Vision and Purpose into Divisional (Business Unit) targets.
  • Encourages and makes sure teams organize themselves in a flexible way in order to reach the targets and take the necessary ownership and decisions to do so.

 

Agility

 

  • Defines Change Vision and Strategy and inspires their environment to actively take ownership.
  • Translates the Change Vision of the organization in an inspiring and engaging way to their Business Unit and higher management.
  • Inspires their Business Unit to cope with changes across the boundaries of the Business Unit / Division.

 

Connecting

 

  • Displays behavior of authentic self-aware leadership and follows up that direct managers act upon the same.
  • Shares their leadership responsibilities across the team using talents and self-awareness of team members .
  • Creates a context of feedback and coaching practices focused on using all talents available in teams.

 

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

 

  • Proven experience in a service delivery role; managing customer relationships with large customer accounts.
  • Demonstrates a high level of people management skilss, a proven track record of effectively managing a team of junior and senior.
  • Considerable experience in service management processes & governance.
  • Commercially driven, solutions driven approach.
  • Excellent communication  and presentation skills.
  • Professional level of written and spoken English.

 

PLACE OF EMPLOYMENT

  

Any country with a SD Worx office 

 

 

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

Apply now »