Enterprise Service Manager, Global Delivery - Payroll Activation 1

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Job Description

It’s never been a more exciting time to join Vistra. At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that.

We have an exciting opportunity for you to join our team as Enterprise Service Manager, Global Delivery – Payroll Activation, a full‑time and permanent position. We are considering applications from both the UK and Europe. This role offers regional coverage, allowing you to make a significant impact on our Customer Success department and its growth.

Purpose of Role

Reporting to the Global Payroll Manager – Payroll, the Enterprise Service Manager (ESM) is a strategic and hands‑on position responsible for the successful planning, designing and execution of global payroll delivery without friction to Vistra clients.

The ESM role will be responsible for focusing on client payroll activations and ensuring that client payroll services are administered in an accurate and timely manner whilst maintaining high levels of client satisfaction.

Scope

Manage a portfolio of Tier 1 and Tier 2 clients. The primary role will require strong project management, client engagement, strong Global Delivery Knowledge and understanding, internal stakeholder management and strong communication skills across many differing cultures.

The role will require a strong background in Global Payroll Delivery. Understanding how to develop and implement Global Standards that ensures both delivery resilience and managing risk mitigation strategies when issues arise.

In times of ‘Crisis’ this role will become the Single point of contact for both internal and client stakeholders. A cool head under pressure is necessary to assist in local recovery of underperformance whilst providing client communication of resolution activity and next steps.

Key Responsibilities

• Operational service management.
• Account governance.
• Relationship management & client communications.
• Driving the activation of new global payrolls, relationship governance, facilitating client meetings, managing activation communications and maintaining activation plans.
• Delivering excellent client service, whilst collaborating with internal stakeholders, helping clients achieve progress without friction.
• Supporting the payroll teams across Vistra to ensure all global payrolls are activated under the GPS model and services.
• Building and maintaining constructive relationships with all stakeholders, including local payroll staff and leadership, GSC/GPS team and other internal and external customers.

Attributes / Technical Skills

• Ability to gain the confidence and trust of others through honesty, integrity and authenticity.
• Self‑motivation, excellent communication and client management skills.
• Quickly able to build relationships and gain trust of clients.
• Expert at creative problem‑solving.
• Basic project management skills.
• Strong team player that embraces international collaboration.
• Able to prioritise and ensure agreed timelines are adhered to.
• Identifies issues and brings in experts to solve client issues.
• Skills to manage service providers, to ensure value for money.
• Competent with MS Office (Outlook, Excel, Word).

Relevant Experience

• Bachelor’s degree in business administration, management or a related field.
• Ideally 5+ years of payroll / HR experience working in a client‑facing environment, with a good track record of delivering against client requests.
• Ideally 5+ years of experience in an operations related environment, with a proven ability to deliver cost effective solutions and service design.
• Proven experience in operational and client management.
• Experience in handling complex client discussions.
• Proven ability to repair & improve client relationships.

Company Benefits

• 25 days annual leave per annum.
• Individual private medical insurance cover.
• Health cash plan.
• Pension: 3% employee and 8% employer contribution.
• Life Assurance 4x Salary.
• Group income protection.
• Season ticket loan.
• Ride to work scheme.
• A day’s Celebration Leave.
• Ability to buy up to one week’s annual leave per year.

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!

Seniority Level

Mid‑Senior level.

Employment Type

Full‑time.

Job Function

Information Technology.