SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices across Europe and in Mauritius. Our purpose is to bring people solutions to life, enabling organisations of all sizes to turn Human Resources into a source of value for both the business and its people.

About the role:
The Senior Service Delivery Manager is accountable for the overall customer service relationship, governance, service performance, and financial health of assigned strategic multi-country customers. Acting as the primary point of contact for senior customer stakeholders, the role ensures delivery excellence through effective collaboration with operational teams, proactive governance, strong financial oversight, and continuous focus on customer satisfaction and business growth.

The role owns service performance oversight across multiple countries, monitors KPIs and SLAs, supports revenue growth and profitability targets, and develops trusted partnerships with customers that enable long-term business success.

The Senior Service Delivery Manager reports to the Global SAP MPS/BPO Director and works closely with Service Managers, Operations Managers, Team Leaders, Country Delivery Teams, Sales, Finance, and other internal stakeholders to ensure consistent and high-quality service delivery across the customer portfolio.

Which tasks can you expect?

• Serve as the primary service relationship owner for assigned strategic multi-country customers. Build trusted partnerships and ensure high levels of customer satisfaction.

• Lead customer governance, including operational reviews, tactical meetings, quarterly business reviews, and steering committees. Monitor service performance against agreed KPIs and SLAs.

• Oversee the overall health of customer engagements, ensuring alignment between customer expectations, contractual commitments, and service delivery outcomes. Collaborate closely with Service Managers and operational teams responsible for day-to-day delivery.

• Manage customer escalations, risks, and service improvement initiatives, driving timely resolution and continuous improvement across countries and delivery teams.

• Monitor financial performance of assigned accounts, including revenue, profitability, forecasting, budget tracking, and contractual scope management.

• Identify opportunities for service optimization, innovation, and business growth while supporting strategic account development and long-term customer success.

What do you have to offer?

• 7+ years of experience in HR, Payroll, HCM, BPO, or Managed Services environments.

• 5+ years at client facing roles

• Proven experience managing complex enterprise and multi-country customer relationships.

• Strong background in Service Delivery Management, Customer Success, Account Governance, or Outsourcing Services.

• Experience leading executive customer governance forums and steering committees.

• Strong understanding of SLA, KPI, contractual governance, and service management frameworks.

• Experience managing financial performance, forecasting, revenue, and budget discussions.

• Strong stakeholder management skills across customer, operational, commercial, and executive audiences.

• Experience working in matrix and international delivery organizations.

• Excellent communication, negotiation, and influencing skills.

• Fluent English required; additional European languages are considered an advantage.

• Good understanding of HR and payroll technical landscapes.

What do we have to offer?

🏝️ Comprehensive training and development programs.

🏝️ Flexible working schedule

🏝️ Private medical insurance 100% covered by SD Worx

🏝️ 25 vacation days 

🏝️ 18 hours for personal matters

🏝️ Reduced summer hours: 36 hours instead of 40 per week, for 4 weeks (to be chosen in July or August)

🏝️ Cobee flexible retribution options: meals, transportation, etc.

🏝️ Laptop and equipment provided

🏝️ Workation: possibility to work from abroad (where SD Worx has legal entity, up to 4 weeks per year)

🏝️ Learning opportunities: language courses (as per availability), individual training bonus, an individual development plan, and professional training

🏝️ Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Salary range information will be shared with candidates during the initial interaction with the Talent Acquisition team, either by phone or email.