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Mid Market (Desk based) Service Delivery Manager

Salford (Manchester), GB, M50 3SP Renfrew (Glasgow), GB, PA4 8WF

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.


Your Role:
To own the relationships and retention of SD Worx’s Mid- market customers. Mid – market customers have an employee base ranging from 500 employees to 5000 employees.
The Mid- Market desk -based service delivery manager will have a portfolio allocation of lower sized customers, circa 80, that they are directly responsible for.
The service delivery manager will energise Customer Centricity by leading the collaboration with Operations and Account Management to deliver our portfolio of products and services. 
As a CUSTOMER COACH - SD Worx brings 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. You will have the skills and ability to:
Energise Customer Centricity - so that customers get that ‘standard SD-feel’ when they contact us and when we reach out to them
Show One Voice to The Customer – customer can see that we deliver our services and reporting in a standard compliant way. The customer will have the opportunity to feedback on our service through NPS and CSAT
Share the Value of our Roadmap – so customers understand the future value of our partnership and have the opportunity to engage in the development of our portfolio roadmap
We will measure our services by SLA’s and KPI’s, supported by a governance structure for optimal customer interaction. The achievement of these measures starts by informing and convincing our prospects of the great service they can expect, building this service model during implementation and actioning once live. Our service is the reference in the market.


Your Responsibilities:

  • Own relationships with Mid – market customers. These relationships will be developed virtually through voice, e-mail and other comms tools. The relationships will not be developed face to face.  
  • Retain the customer and to ensure they renew their contract upon expiry 
  • Deliver a standard service to customers by holding shared services, support and implementation to account on agreed KPIs, Service levels and NPS / CSAT.
  • Support the day-to-day delivery of shared services, support and implementation services and to be point of escalation for customer and colleagues.
  • Own the delivery and forecasting of revenue for all customers in the mid -market portfolio.
  • Detect sales opportunities for the customer account management team.
  • Customer reference ability – target customers to reference our services to prospects and the broader market, and to engage in case studies and portfolio development events
  • To be a MyServicePoint “super user” to maintain, update all relevant customer information with the aim of improving service delivery performance
  • Own account plans to ensure service delivery is met, growth opportunities are identified, and the customer is referenceable. Account plans can service multiple customers where the objectives and associated actives are aligned.

Your Profile:

  • Experience of service delivery across a service scope containing multiple products.
  • Experience at interacting at senior manager level
  • A planner with problem-solving ability
  • Commercially focused and able to explore and identify opportunities with customers – to deliver customer value, retain revenue, detect growth opportunities and attain reference ability
  • A proven understanding of customer management skills
  • Good verbal and written communication and presentation skills
  • Comfortable using Microsoft tools and SaaS platforms like MyServicepoint / Salesforce



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 »