Partner Service Manager

Join us on a journey of endless possibilities
At Strada, possibility isn't just a promise – it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

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Role Summary

• Act as a Trusted Advisor to our clients – to thoroughly understand clients' needs and identify additional service opportunities for Strada.
• End to end management of the CLIENT and PARTNER relationship, including all escalations
• Prep Service Review Deck (TPV countries) Global Hypercare and remediation (TPV countries)
• Participate implementation handover call, review BRD, lead hyper care calls, go no go decision from hyper care to go live
• Accountable for the management of all contractual service components of contract scope, for both CLIENT and PARTNER.
• Work in partnership with Account Management to ensure accurate and timely contract revisions
• Manage and identify deviations from the contractually defined standard scope of service including the defined Change Request process. This may include but is not limited to, estimating, and implementing changes and ensuring the defective input process is followed.
• Ensures an in-depth knowledge of the contract's Terms and Conditions for both CLIENT and PARTNER agreements for all relevant parties internally
• Year End Activities management
• Effectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets; if targets are not being met, root cause and action to be delivered to client
• Invoicing and approve TPV invoices and to ensure they are aligned with the SOW and that POs are valid and accurate
• CR pricing: PSM will do the pricing and obtaining approvals and providing go ahead, updating the sales force.
• RCA review
• Acting as SPOC for the Account leadership team, representation of the vendor countries for service review meetings with AD
• Escalation point for critical operational items, Act as an escalation point for the client and for the vendor if items are not resolved on the Operations Agent level
• Support implementation of operational processes, follow global standards
• Ensure accurate and timely completeness of monthly reports.
• SLA reporting - working with vendor for root cause analysis and preventative measures for missed SLAs.

Requirements

• Minimum 5 years' experience with Payroll and HR operations in CLIENT facing situations
• 3 years Degree/Diploma
• Exceptional influencing skills, both internally and externally
• Effective at managing both up and down the organizational chain via communications through to execution.
• Change management experience
• Experience of working in a complex matrix structure
• Understanding of delivery models from global delivery centre perspective
• Highly flexible approach to working hours/ travel
• Take ownership and be responsible within the activities of the role
• Ability to identify and mitigate risks
• Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
• Flexibility to support a global and fast paced environment
• Attention to detail
• Excellent written and verbal skills

At Strada, Our Values Guide Everything We Do

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits
At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion
Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

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 Strada business units.