Global Service Delivery Manager

　　The Service Delivery Manager is the first point of contact for the client (globally and regionally) for all delivery – related issues. The SDM manages accounts globally and is accountable for Alight teams to provide services with the highest quality and guarantee its continuity as prescribed in the client contract. The SDM works in collaboration with Account Management, Commercial, Operations and any other teams involved in the delivery of service to clients.

　　Key Responsibilities:

　　· Manage P&L on aligned accounts

　　· Accountable of the e2e management of all contractual service components on the contract scope and meet client Customer Satisfaction goals

　　· Focuses on adhering to company standards and best practices by working with all Alight internal teams.

　　· Owns their Business – have a deep knowledge about their clients, their results (operational and financial), their internal dynamics, evolution and critical spots to be able then to combine these to Alight's capabilities and uses these to drive better outcomes for our clients and Alight

　　· Accountable for operating cost targets, Proactive Root Couse Analysis (RCA’s), SLAs, and reporting on services. Works to ensure that quality SLA data is provided via the reporting tools to our client (HrX Assist, SNOW and Business Object or any other defined tool) as part of the Governance Performance Reviews

　　· Identify and support opportunities leading to CRs

　　· Coordinates across AMS, Ops and other functions in ensuring smooth and seamless delivery

　　· Responsible for managing client expectations

　　· Collaborates with Operations/PY Leads/Country Managers on remediation Accounts to lead the path to Green

　　· Supports Security Initiatives and will support accountable teams in any possible Security Incident; responsible for sharing the final Security RCA with the client along

　　· Validate inputs for monthly invoicing

　　Key Skills:

　　· Demonstrates strong business acumen and understanding of P&L components

　　· Ability to manage internal and external stakeholders

　　· Strong problem-solving skills, decision- making skills and negotiation skills

　　· Focused on transformation and innovation

　　· Strong verbal and written communication skills

　　· Sense of ownership

　　· Collaboration skills

　　· Ability to work in a matrix organization

　　Experience:

　　· At least 5+ years of experience in account management, client – facing roles

　　· Knowledge and experience in the global payroll, HR Administration and related work area required

　　· Experience in engaging with senior leadership within the client organization

　　· Prior experience in Payroll Operations preferred

　　· Experience in working with global stakeholders across multiple geographies recommended

　　. At least 10+ years of overall experience

　　We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

　　DISCLAIMER:

　　Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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　　About Alight Solutions

　　Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions. Learn how Alight unlocks growth for organizations of all sizes at alight.com .

　　Our values are the essence of who we are:

　　Champion people. We are empathetic and have created a place where everyone belongs. And we win together.

　　Grow with purpose. We are inspired by our higher calling. We fail forward and choose progress over perfection. We are brave, show grit and grow our whole selves.

　　Be Alight. We are a beacon that empowers others. We act with integrity and are real. And we find ways to add joy.

　　Our Colleague Experience

　　At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

　　We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.

　　Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place.

　　Help us reimagine how people and organizations thrive!

　　Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive.

　　@AlightSolutions