Our storyAt Alight, we believe a companys success starts with its people. Its why were so driven to connect passion with purpose. Our teams expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.With a competitive 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. Because transformation takes a workforce. Learn more at careers.Alight.Com.Global Service Delivery ManagerThe 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 PL on aligned accountsAccountable of the e2e management of all contractual service components on the contract scope and meet client Customer Satisfaction goalsFocuses 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 AlightAccountable for operating cost targets, Proactive Root Couse Analysis (RCAs), 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 ReviewsIdentify and support opportunities leading to CRsCoordinates across AMS, Ops and other functions in ensuring smooth and seamless deliveryResponsible for managing client expectations Collaborates with Operations/PY Leads/Country Managers on remediation Accounts to lead the path to GreenSupports Security Initiatives and will support accountable teams in any possible Security Incident; responsible for sharingthe final Security RCA with the client along Validate inputs for monthly invoicing Key Skills:Demonstrates strong business acumen and understanding of PL componentsAbility to manage internal and external stakeholdersStrong problem solving skills, decision making skills and negotiation skillsFocused on transformation and innovationStrong verbal and written communication skillsSense of ownership Collaboration skillsAbility to work in a matrix organizationExperience:At least 5+ years of experience in account management, client facing rolesKnowledge and experience in the global payroll, HR Administration and related work