Service Delivery Manager Ii
hace 3 semanas
Job Description:AreaService Delivery Manager IIClient Service Skills3 - 5 years of experience in a direct client engagement / relationship management roleProven experience in influencing and driving successful outcomes for clientsStrong communication skills (oral and written); English language is mandatoryAbility to effectively engage and establish relationships at all levels of a client organization (payroll level to C suite)Industry ExperienceKnowledge or experience with HR/Payroll industry practices preferredKnowledgeDevelop and demonstrate strong knowledge of Safeguard Global core product offerings and delivery modelCore Requirements:Client Satisfaction & Client Reference Status- Build and manage relationships with key clients and internal stakeholders- Build client loyalty by demonstrating accountability, trustworthiness, proactivity, and consistent delivery of services according to the Safeguard Global contractual commitment- Identify and execute on account growth opportunities- Develop action plans to continuously monitor and improve client satisfaction and to gain / maintain client reference support- Adherence to responsibilities within the company Client Engagement Model- Monitor and manage operational escalations to a successful resolutionTotal Contract Value- Drive contract and commercial management for assigned clients- Manage, support, and collaborate on the implementation and ongoing delivery of the total contract commitment- Drive actions to retain existing business and obtain contract renewals- Identify business expansion opportunities and coordinate the provision of new services to clientProfit & Loss- Timely and accurate reporting of account financial performance and commercial status to all relevant stakeholders- Drive financial efficiency throughout the account- Support the development of annual accounts budget and forecasting- Ongoing costs review with Operations of the account within set budgets- Coordinate with Finance and client to ensure timely payment of invoicesOperational Performance- Partners with key operations stakeholders to ensure service delivery aligns with service level agreement (SLA) requirements- Ongoing management of the client governance model and review meetings to include Monthly Performance Reviews, Quarterly Review Meetings and Annual Planning Meetings- Ensure service delivery is aligned with contracted Statements of Work (SOW) and any contractual agreements- Track and monitor change requests- Review and approve Root Cause Analysis and Remediation Plans in accordance with client and local operations teams- Approve escalation and incident reports and deliver them to the client- Review and monitor global operational process changes initiated by the clientAt Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.
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