Service Delivery Manager - UK Payroll

Zalaris is a rapidly expanding global leader in Tech HR and payroll solutions. We foster open communication and short decision-making paths that encourage creative and innovative thinking. Zalaris’ culture is rooted in values inspired by Nordic working ethos: everyone matters, aiming high and team spirit. We’re committed to building a diverse, inclusive, and authentic workplace where everyone brings their own uniqueness.

Role Summary

The Service Delivery Manager (SDM) shall ensure the timely and correct deliveries of outsourced payroll and HR services and technology to Zalaris clients located in the UK and Ireland as per the agreed contract. This role is ideal for someone who has a working and in-depth understanding of payroll either from a service provider or customer side. This position is located in either the Zalaris Hersham Office or Zalaris Derbyshire Office with options to work remotely.

Your Responsibilities

• Managing Service Delivery and continuous improvements: Has a proactive and consultative role in solving payroll related issues in customer service, driving continuous improvement of customer processes, and adding value to the customer.
• Monitor, analyze, report & follow up on operational KPI’s around service excellence and customer satisfaction for own clients and takes immediate corrective actions whenever there is a risk of operational KPI’s or SLA’s not being met.
• Proactively drives offshoring and nearshoring transition activities for own customers.
• Ensures that customer documentation such as OPM and control framework is always up to date.
• Approves system or process changes and different types of authorization requests to customer systems.
• Customer Service and relationship management: Acts as the operational single point of contact/escalation for named customers.
• Prepares monthly service reports to named customers and organizes service meetings according to agreed governance model.
• Analyses/monitors, reports, follows up on customer specific financial KPI’s such as hours on WBSE, actual client margins vs. targets and takes corrective actions together with delivery teams in case of negative margin gaps.
• Ensures that all services are accurately billed in a timely manner with PO coverage to ensure a prompt payment from the customer.
• Manages and follows up on change orders from start to end of process ensuring all aspects of the process are agreed and approved by both the client and Zalaris for own clients.

Personal skills and requirements

• Experience from working with and in-depth understanding of payroll and personnel administration, payroll accounting and payroll processes end-to-end.
• Minimum of 2 years’ experience in managing customer relationships.
• Experience in process and RPA improvement.
• Business and service minded, analytical and customer focused.
• Excellent problem-solving skills.
• Knowledge on employment laws and other relevant payroll related regulation.
• Proactive and energetic SAP HCM experience.

What we offer - Financial Benefits

• Customer and Employee Referral schemes.
• Occupational maternity leave package (12 weeks).
• Life assurance (3x basic salary).
• Employer pensions contributions of 5%.
• Bonus scheme with accelerators.
• Private Medical Insurance (with option to add dependents).
• Employee education and apprenticeship opportunities (i.e. free SAP learning and/or relevant qualifications).
• Financial rewards for long service and achievements.
• Free eye tests.
• Monthly ZALOTTO! (£100 cash prize draw).

What we offer - Non Financial Benefits

• Work-life balance and flexibility ethos.
• Strong leadership with an open-door policy.
• Non-hierarchical approach to people management.
• Company social and team bonding events.
• Annual Leave Purchase Scheme.
• Additional leave for Long Service (+1d holiday from start of 5th year of service).
• Sabbatical.
• Corporate branded merchandise.
• Employee recognition program.
• Zalaris mentorship program.
• Employee Assistance Programme (Health Assured).
• Paid time off for community volunteering.
• Retirement (financial) information pack (from our pension provider, 6 months prior to retirement).

Ready to become part of our team? Join us at Zalaris and be a part of a vibrant, collaborative community of Tech HR and payroll experts dedicated to grow and innovate.