November 04, 2019

Service Delivery Manager

Are you looking for an exciting opportunity to be a work within a highly successful global payroll services business? Are you looking to take your career to the next level by driving success through our values of Respect, Integrity, Teamwork, Accountability, Diversity and Community? Do you have a strong work ethic, global mindset and the desire to help build a great culture?


iiPay is a high growth, innovative company, based in US and UK, focused on delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market leading global payroll management system delivering a unique client experience and value-added services.


iiPay has a unique opportunity for an experienced Service Delivery Manager to enjoy ownership and accountability for building and maintaining a key client relationship.  Ensuring they receive customer service excellence is pivotal to our goal of ‘Paying the Planet’


Role Overview

Our highly motivated and engaged team members are at the heart of our success!  The successful candidate will be responsible for supporting iiPay’s relationship with a key client and ensuring we deliver the highest level of payroll service to our global client base.


This is a highly visible role and you will need to build strong relationships with many stakeholders within the business.


This position is based in Katowice, Poland.


Key Objectives

The successful candidate requires experience, skills and a proven track record in areas that will support with the following:

Client Service Management;

  • Supporting the management of payroll services to a key client by driving the resolution of all open topics.
  • To act as an escalation point in order to establish and maintain trusted relationships with the client supporting them with all aspects of delivery.
  • Provide an excellent customer service experience by working alongside the Operations team at iiPay and the client in order to document and debrief the payroll cycle each month.
  • Collaborate with client and Service Delivery Management in the UK on the delivery of an Improvement plan for all parties.
  • Collection of SLA/KPI data that will support the monthly governance meetings.
  • Analysis of trend data in order support longer term service improvement.
  • Focus on continuous improvement by uncovering payroll delivery challenges and developing/administering solutions to improve iiPay service delivery.
  • Production of Root Cause Analysis documentation and implementation of remedial strategies.

A confident individual who has 2-5 years of experience in a client management role in a service delivery business, preferably within the payroll or finance operations market. The ideal candidate will have 2-3 years’ experience within the payroll industry.  The successful candidate will be familiar with a variety of diverse payroll transactions.

Demonstrated ability to be a strong team player who lives iiPay’s Core Values of respect, integrity, teamwork, diversity, accountability, and community.

Motivated self-starter able to effectively manage own workload.

Technical knowledge and expertise, with proven track record of using multiple software solutions in prior roles and the ability to demonstrate a capability to learn new systems and support with the necessary implementation and configuration of software solutions and the day-to-day usage of such systems.

Experience and track record of managing service contracts and establishing trusted relationships with operational leaders in international businesses.

Demonstrated leadership and excellent verbal and written communications skills including the ability to effectively present and influence across multiple teams and levels to meet client requirements. Great communication and presentation skills are essential, as is a confident phone manner. Excellent listening and effective negotiations skills are critical to this role.

Experience of working with international clients both small and large (FTSE & Fortune 500). An understanding and experience of working with many cultures and time zones and a willingness to go above and beyond to meet the needs of each party located within different time zones will prove essential for the successful candidate.

Proven ability to manage client projects while demonstrating strong discipline, professional diligence and attention to detail.

Highly motivated and driven professional, with excellent proactive attitude, commitment and a determined approach. Ability to demonstrate a track record of delivering high levels of customer satisfaction and account retention.

The successful candidate focused on client success and committed to doing all that is required to put iiPay in the best possible position to deliver an excellent customer service experience. ensure that the wider iiPay team understand the client’s strategic needs, delivering practical day-to-day support and being the driving force behind certain small projects and key initiatives.

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