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Service Delivery Manager - Global Hr & Payroll (M/F)


17.05.2021 | Lisboa | Referência: 2019177


Service Delivery Manager - Global Hr & Payroll (M/F)


Your new Company

Ferring Pharmaceuticals is a research-driven, specialty biopharmaceutical group committed to helping people around the world build families and live better lives. Headquartered in Saint-Prex, Switzerland, Ferring is a leader in reproductive medicine and women’s health, and in specialty areas within gastroenterology and urology. Ferring has been developing treatments for mothers and babies for over 50 years and has a portfolio covering treatments from conception to birth. Founded in 1950, privately-owned Ferring now employs over 6,000 people worldwide, has its own operating subsidiaries in nearly 60 countries and markets its products in 110 countries. To learn more about Ferring or its products please visit

To enable Ferring to keep up with new demands, changes and business needs, we are now recruiting a professional team to explore the new field of HR Data Insights and Analytics, empowering HRs, Managers and Employees with actionable HR data that will in turn better serve the business.

Your new role

In 2021, your primary goal will be to co-build the service delivery model together with the project team and HR Solutions & Transformation, seeking input from local/regional HRs and in coordination with the third-party service providers.Your responsibilities will then be to…

  • Ensure service delivery : Accountable to ensure service delivery from our two payroll BPOs within agreed KPI’s and SLA’s and initiate demand discussions where required.

  • Drive process improvement : Lead and ensure smooth service delivery as well as work on continuous process improvements to drive overall efficiency and effectiveness and carry out performance metric reviews in conjunction with the Global Process Owner (where applicable).

  • Ensure effective issue resolution : Drive timely resolution of process issues, disputes and escalations related to performance and drive incident, root cause analysis and remediation processes and actions in collaboration with GPO (where required) and third-party service providers.

  • Act as a repository of best practices : identify and solicit best practices, share these with others so that ultimately, the bar is raised across Ferring’s payroll operations.

  • Ensure collaboration with Procurement : Work closely with the Global Process Owner, Procurement and other stakeholders to contractually and commercially frame issues and disputes, resolve or escalate as needed and to contractually manage and implement operational changes where agreed through contract change requests (CCRs).

  • Ensure adherence and compliance and Ferring standards : Drive complete compliance to Ferring standards and policies of both internal employees and external third-party service providers

  • Manage stakeholders effectively : act as an interface between local/regional HR, the third-party service providers and the global HR teams. Achieve positive internal customer satisfaction.

What you'll need to succeed

  • Excellent understanding of payroll end-to-end processes.

  • Solid to expert-level understanding of time & attendance.

  • Strong analytical skills, for example with payroll error root cause analyses.

  • Passion for process improvement, with demonstrated experience in improving payroll and/or HR administration service delivery.

  • Stakeholder and relationship management in a multinational environment.

  • Able to motivate and engage people without formal authority.

  • Strong communication skills: able to flex from a nitty-gritty RCA with a BPO vendor and internal colleagues all the way to a senior stakeholder presentation at a governance meeting.

  • Self-starter, resourceful and resilient. Comfortable being a one-person show for the time being.


  • Bachelor’s in HR is preferred; a related field like Business, Information Sciences is acceptable too.

  • Master’s degree is preferred but not required.

  • Proficiency in business English is a must.

  • 10 years of international experience in relevant fields: general HR, HR Operations and Payroll, Service Delivery, Business Process Outsourcing, Time & Attendance, HR Vendor Management.

  • Given the high level of integrations between our BPOs and our HRIS, experience with Workday is a plus. Experience with other HRIS solutions will be an advantage (PeopleSoft, SAP SuccessFactors, …) as the knowledge of how business processes flow is transferrable between solutions.

What you will get in return

Inspiration from our commitment to advocate for everyone’s right to build a family, no matter who you are, where you live or who you love. Motivation from innovation in our chosen therapy areas and ongoing development of our organization.

You will perform a key role in the standing up of the service delivery model for outsourced payroll, your efforts will contribute directly to the real and perceived business value, on a global scale. Outsourced payroll is enabling an organisational transformation with end-to-end business visibility.

You will become a part of a virtual HR Solutions & Transformation family which has a track record of strong team work and collaboration leading to meaningful results. Our commitment to one another is to bring our strengths and talents to the table; we help each other out and share the highs and lows together.

What you need to do

If you're interested in this role, please apply now.