Global Service Delivery Manager (HR & Payroll)

About the role

Zalaris, a global provider of tech HR and payroll solutions, is hiring a Group Service Delivery Manager. The role oversees service delivery across several countries for assigned global customers, focusing on smooth HR and payroll delivery, strong customer relationships and operational excellence, quality and compliance. It involves close collaboration with country teams, stakeholders and customers, and is offered in a hybrid setting.

Key responsibilities

• Serve as the primary global operational contact for assigned global customers, ensuring an exceptional customer experience
• Ensure timely, accurate and compliant delivery of HR and payroll services across multiple geographies
• Monitor, report and analyse KPIs on service excellence and customer satisfaction to meet contractual SLAs
• Coordinate service delivery with country teams and functional units, and drive operational improvements
• Support automation initiatives and transition activities between nearshore and offshore teams, and identify cost optimisation opportunities
• Facilitate governance meetings and performance follow-ups, and harmonise practices across countries
• Own the client's service-related financials, including budgeting, forecasting and cost monitoring
• Ensure adherence to internal controls, policies and compliance standards, and collaborate with other functions and locations

Required profile

• Experience in service delivery, customer-facing roles or similar operational positions
• Good understanding of HR or payroll processes (multi-country knowledge is a plus)
• Ability to work effectively in a virtual, multi-country, fast-paced environment
• Excellent spoken and written English

Required skills

• Strong communication, organisation and stakeholder management skills
• Proactive, solution-oriented mindset with a focus on continuous improvement
• Problem-solving, presentation and negotiation skills

What we offer

• Salary starting from 2,500 EUR gross in Latvia, depending on seniority, experience and skills
• Annual performance bonus linked to departmental KPIs
• Hybrid work, extra vacation days, paid doctor visits and flexible working hours
• Platinum-level health insurance covering sports, dentistry and mental support
• Daily meal perks, modern city-centre office and mentoring from the GSDM team