Service Management Specialist - Senior

Location: Comunidad de Madrid

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The opportunity

We are looking for a Senior to join our Global Payroll Operate Service Management Office team, based in Madrid, Spain. This is a hands‑on operational role supporting multi-country payroll operate engagements, helping EY deliver a consistent, well‑governed and high‑quality service to multinational clients.

Your key responsibilities

As a Senior in the Service Management Office, you will support the daily running of global payroll engagements. You will help coordinate client requests, track actions, prepare reports, support governance meetings, monitor risks and issues, and work closely with EY country payroll teams, engagement teams and global support functions.

This role is ideal for someone with around three to five years of corporate experience who wants to build a career in global payroll managed services, client service, operations or service management in an exciting, international and global business. You will gain exposure to large multinational clients, cross‑border teams, service governance, payroll technology and EY’s global delivery model.

You will learn how EY delivers payroll services globally, including the use of the EY Payroll Command Centre, EY Digi Pay, EY Interact Payroll and Integrated Global Payroll Solution ways of working. You will be supported by experienced managers and senior leaders, with opportunities to grow into larger client‑facing, operational or service management roles over time.

Key responsibilities include:

• Support the day‑to‑day service management of multi‑country payroll operate engagements.
• Prepare meeting materials (including meeting minutes taking), service reports, dashboards, action logs and status updates.
• Track risks, issues, escalations and open actions, and follow up with the relevant teams.
• Coordinate with EY country payroll teams, technology teams and global support functions to help resolve client requests.
• Maintain accurate service management trackers, document repositories and governance records.
• Support scope, change request, billing and contract administration activities.
• Manage financials of payroll engagements in accordance with agreed budget
• Help drive consistent use of Service Management Office processes, templates and tools.
• Build and maintain working relationships with clients.
• Contribute ideas to improve service quality, reporting, automation and the client experience.

Skills and attributes for success

To qualify for the role you must have:

• Around three to five years of experience in payroll, operations, service delivery, client support, managed services, consulting, shared services or a similar environment.
• Strong organisational skills, attention to detail and ability to manage multiple tasks and deadlines.
• Excellent written and verbal communication skills, with confidence working with internal teams and clients.
• Comfort working with data, trackers, reports, dashboards and Microsoft Office tools.
• A proactive, client‑centric mindset, curiosity to learn, and willingness to work across countries, teams and time zones.

Ideally, you’ll also have:

• Experience or interest in payroll, human resources, finance operations or technology‑enabled services.
• Exposure to service‑level reporting, issue tracking, process improvement or governance forums.
• Experience working with EMEIA or global teams.

What we look for

• A reliable team member who enjoys making things organised, clear and on track.
• Someone who is comfortable following up, asking questions and solving practical problems.
• A strong communicator who can build trust with…