Global Delivery Manager

About the opportunity

The Global Delivery Manager is accountable for the successful enablement of a network of Global Payroll vendors across the whole of our Global Payroll network, driving high performance and delivering a seamless Customer Experience by consistently driving a 'One Team' customer focused approach and building strong Partnerships internally and externally.

What you'll get to do?

- Build strong partnerships and hold teams accountable for, through external governance, for carrying out required processes and tasks end to end through the partner model

- Own, drive and take total accountability for driving supplier engagement by representing suppliers at Global Payroll Governance meetings, ensuring a proactive approach, holding stakeholders to account for driving through changes at pace.

- Take total accountability and responsibility to lead internal and external partners working collaboratively within a strong Governance Framework

- Work holistically with key internal stakeholders, owning and driving Operational and Commercial Delivery to enhance the full end to end customer supply chain experience

- Facilitate supplier governance meetings (weekly, monthly, quarterly and annually), performance and commercial reviews including alignment of services, pricing strategy, continuous improvement and recommendations, risk mitigation and action planning.

- Work collaboratively with a customer focused mindset to ensure internal stakeholders have the necessary information to communicate clearly to customers

- Be the single point of contact for the supplier network, ensuring issues and escalations are handled in an efficient and timely manner

- Support our internal Dayforce teams (Support, CS, Sales) involved with customer requests or questions around global payroll services as the escalation point

- Work collaboratively with internal and external partners and lead the assessments and evaluation of customer feedback or Root Cause Analysis to improve payroll delivery processes and procedures to ensure customers receive a consistent experience end to end including developing solutions to any issues that arise.

- Ensure processes are efficient and cost-effective, seeking opportunities to reduce costs without affecting the overall customer experience, by looking for opportunities to reduce the number of steps in process, number of handoffs, and automation of unnecessary steps

- Contribute to process improvement through continual, ongoing feedback provided to the Global Delivery team

- Foster a Growth Mindset becoming the Subject Matter Expert for the countries we operate in, building knowledge and sharing education (payroll, culture, legislation) across all levels of the business to support delivery of payroll services

through third parties

- Drive the payroll suppliers' onboarding, including defining the requirements across a cross-functional set of internal stakeholders (due diligence, contract negotiation, and commercial approach)

- Coordinate periodic business reviews (monthly, quarterly and annually) with Dayforce teams (Support, implementation)

- Responsible for the annual partner assessment renewal in coordination with the Procurement team.

What's in it for you

Encouragement to be the best version of yourself at and away from work:

- YOUnity diversity and inclusion programs

- Amazing time away from work programs

- Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life

- Recognition for your contributions through excellent pay, perks, and rewards

- Giving where you're living: volunteer days, Dayforce sponsored events, and our very own charity, Dayforce Cares

- Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value

- 8-10 years of related business experience

- A bachelor's degree in a business-related subject or equivalent combination of education and experience

- Knowledge of HCM software or high-tech products/services is preferred with a high preference of knowledge of Ceridian Dayforce.

- Knowledge and experience of Global HR and Payroll

- Experience of managing vendor/third party performance through a robust governance framework

- Working collaboratively across multiple countries

- Proven experience of working in a similar role

- Able to deal with ambiguity

- Strong stakeholder management

- Confident, strong communicator/Able to adapt style according to a wide range of situations

- Growth Mindset

- Strong organizational skills, able to deal with conflicting priorities

- Team player

- Tenacious, resilient, flexible

- Ability to build trusting relationships internally and externally

- An ability to adapt or change according to internal or external factors

What would make you really stand out

- A second language would be an advantage

- Payroll knowledge and expertise across multiple countries

- Previous experience of working with Global Cross-Country suppliers, a key advantage

Skills

Delivery Management, Service Delivery