Global Service Delivery Manager

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

The role: 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

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible.  Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict 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.

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.