IT Service Delivery Manager

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office 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.

**Summary**:
The ITSDM will be responsible for the operational part of the implemented SD Worx end-to-end solution. The ITSDM will work closely with the SDM to ensure the customer receives the to-be expected services.

The primary objective is to be operational responsible for the technical end-to-end solution supporting the services SD Worx provides to the customer.

An ITSDM should be the link between all SD Worx support teams to increase the service we provide to our customers by being the go-between technical teams, the business and the customer.

**Key accountabilities (included but are not limited to)**
- Coordinate customer activities with SDM
- Participate in Monthly Service reviews when needed/agreed with SDM
- Administer and manage release processes
- Ensure periodic system checks are executed
- Hierarchical escalation and proper follow up
- Assesses Incident and Changes Request (tickets) ownership and follows up on action
- Ensure accurate documentation on system landscape is maintained
- Highlight and execute on identified process improvements.
- Oversight of system and support as needed for the execution of daily valuation processing activities and trade communications.
- Demonstrates sound understanding of client’s requirements, business rules, and system design by asking questions and responding to needs in a timely fashion
- Follows all predefined procedures, adheres to all the process guidelines, and ensures that performance parameters are met and/ or exceeded against SLA (Service Level Agreement) targets
- Executes complex tasks while ensuring on-time and accurate delivery of all tasks to respond to client needs as per SLAs
- Delivers on new/ad-hoc tasks in order to promptly meet client/ internal goals
- Providing support and support clients’ needs throughout the year
- Serving as technical expert and point of escalation for assigned team members
- Knowledge of SD Worx organization and functions

**Knowledge, Skills, Qualifications and Experience**
- You have proven to maintain and improve complex solutions
- You have excellent communication skills and can communicate intelligently at all levels on technical and non-technical topics
- You ensure a collaborative way of working
- You have a positive and solution oriented mindset
- You have previous HR- and/ or Payroll delivery or services for at least 8 years
- You have worked in an international environment or have prior knowledge of multi-country implementations or support
- You have experience with SuccessFactors, Workday or similar platforms
- Coaches & trains new colleagues on technical & client requirements when appropriate
- Identifies process improvements to support our culture of continuous improvement
- Meeting the deadlines for the assigned tasks (self and team)
- Conducting business according to the defined standards and policies
- Acting as mentor and technical coach for team members; lead, motivate, and develop staff
- Build and maintain knowledge of all products delivered to SD Worx customers

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, projectswhere 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.