Role Overview

We are seeking an experienced Service Delivery Manager with a strong background in People & Organisation (HR) and Finance & Accounting service delivery. The ideal candidate will have proven experience in payroll management, management consulting, and delivering services within an outsourcing or shared services environment. The role requires expertise in reporting, dashboards, and SLA management, with a track record of driving operational excellence and client satisfaction.

Key Responsibilities

• Service Delivery Leadership: Oversee end-to-end delivery of HR and Finance & Accounting services, ensuring alignment with client expectations, contractual obligations, and best practices.
• Payroll Management: Manage and optimise payroll operations, ensuring accuracy, compliance, and timely delivery across multiple geographies or business units.
• Client Relationship Management: Act as the primary point of contact for clients, building strong relationships and ensuring high levels of satisfaction.
• Performance Management: Develop, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational dashboards.
• Continuous Improvement: Identify and implement process improvements to enhance service quality, efficiency, and cost-effectiveness.
• Stakeholder Engagement: Collaborate with internal teams, clients, and third-party vendors to resolve issues and drive service excellence.
• Risk & Compliance: Ensure all services are delivered in compliance with relevant regulations, policies, and audit requirements.
• Change Management: Support transformation initiatives, including transitions, migrations, and technology implementations.

Essential Experience & Skills

• Service Delivery Management: Demonstrable experience managing service delivery in HR and Finance & Accounting functions, ideally within a shared services or outsourcing environment.
• Payroll Management: Hands-on experience in payroll operations, including process optimisation and compliance.
• Management Consulting: Background in management consulting, with exposure to process improvement, transformation, or advisory projects.
• Reporting & Analytics: Strong skills in developing and managing dashboards, reports, and SLA/KPI frameworks.
• Client-Facing Experience: Proven ability to manage client relationships and deliver services to external or internal clients.
• Stakeholder Management: Experience engaging with senior stakeholders, both internally and externally.
• Project Management: Ability to manage multiple priorities and projects simultaneously.
• Continuous Improvement: Track record of driving operational improvements and implementing best practices.

Qualifications

• Bachelor’s degree in finance, HR, Business Administration, or related field (Master’s preferred).
• Professional certifications in HR, Payroll, Finance, or Project Management (e.g., CIPP, CIMA, CIPD, PMP) are advantageous.

Preferred Background

• Experience in a Big Four or leading management consultancy.
• Exposure to technology-enabled service delivery (e.g., HRIS, ERP, RPA).
• Experience working with global or multi-country service delivery models.

Key Attributes

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• High attention to detail and commitment to quality.
• Proactive, adaptable, and client-focused mindset.

12-months' contract, option to convert to 5-year contract (5 days a week in the office for the first 2 months)

Contact information

Riford Masuku