Ready to join the future of work?
Come join a remote and hybrid first, global company spanning across the Americas, Europe, and Asia for A Job That Works for You. You will become among 2000+ Guardians worldwide, embracing YOUR unique approach to work. 🌎
Our vision of the future of work is “Work In Any Way” which offers flexibility for where you work, it empowers you to define your ideal work environment, unbound by the traditional notions of what work should look like. Most importantly, it puts people first! 🤩
About Us:
Safeguard Global is…Global! We help 1500+ companies hire, manage, and pay employees in 170+ countries. Join us to meet diverse talent, explore new cultures, and connect with amazing folks from around the globe. ✈️
The role in a nutshell:
As the Global Service Delivery Manager, you will manage client relationships, ensuring exceptional service and support while identifying growth opportunities. You'll oversee client portfolios, drive satisfaction, and contribute to the company's success. Strong analytical skills, attention to detail, and multitasking abilities are essential in this role.
How you will make a difference:
Customer Satisfaction & Customer Reference Status
- Maintains an active, up-to-date Customer Account Plans that includes the following: o
- Company background
- Customer growth plans – identify new business opportunities; establish, maintain, execute, and measure against the plans
- Joint Relationship Maps
- Active Projects
- Contract Renewal Plans
- Maintains active, up-to-date Client Action Logs
- Ensure any required operational meetings, discussions related to escalations or projects occur as committed
- Issues and requests are being managed according to committed timeframes
- Conducts monthly Operations Reviews
- Key Performance Indicator / Service Level Agreement Reporting
- Joint Escalation Matrices
- Arrange and facilitate Business Review Meetings (quarterly or semi-annually or annually) to establish deeper relationships
- Maintain recurring (but no less than monthly) engagement with key customer contacts to foster a deeper partnership between organizations
- Knowledge and presentation of Safeguard Global’s (SG) Technology Roadmaps; maintain advanced knowledge of SG Service Offerings
- Partner with customers to determine ‘reference’ status o Tracking CSAT through Client Health Index and Heartbeat Survey
- Understand client business needs and ensure delivery of service and products meet client contractual expectations
- Proactively identify service issues and collaborate with internal stakeholders and the client to implement effective solutions
- Ensure service delivery is aligned with contracted Statement of Work (SOW) and any other contractual agreements
- Achieve targeted Client Satisfaction annual objectives
- Collaborate with clients to establish annual objectives; provide status
What will give you an advantage:
Total Contract Value
- Knowledge of customers contract, including any one-off or unique provisions
- Drive actions to retain existing business and obtain contract renewals
- Identify business expansion opportunities and coordinate the provision of new services to client
Profit & Loss (P&L)
- Timely and accurate reporting of account financial performance and commercial status to all relevant stakeholders
- Drive financial efficiency throughout the account
- monthly P&L analysis
- Coordination with Safeguard Finance and customer to ensure the accuracy and timely payment of invoices, ensuring annual recurring fees and any additional services are being invoiced as contractually agreed
Operational Performance
- Partners with key operations stakeholders to ensure service delivery aligns with SLA requirements
- Assess and analyze Key Performance Indicator (KPI) results
- Actively involved in suggesting and recommending approaches for performance improvement
- Track and monitor change requests
- Review and approve Root Cause Analysis and Remediation Plans in accordance with client other Safeguard Global teams
Who we are and what we do:
Safeguard Global is an international company with multiple offices across the globe. We enable over a thousand organizations to hire, onboard, manage and pay employees in over 165 countries. It's all about the people. We hire the best talent from across the globe, allowing you to learn about new cultures and interact with many different people worldwide.
Our Global Benefits :
- 💻 Autonomy & Flexibility (Work in Any Way): Be supported with as much flexibility as possible.
- 🍼 Bonding Leave: Enjoy paid leave to bond with your new family member.
- 🎁 2 Charitable Days: Contribute to causes you believe in.
- 🏆 Reward & Recognition Program: Be rewarded for your success and championing our values.
- 💰 Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.
- 🏢 Coworking Space: Need to meet with a client, utilize admin services or just get out of the house? We’ve got you covered with flexible workspace options based on location.
Why become a Guardian:
- 🌎 International Environment: Grow your network internationally and collaborate across the world. Interact, discover cultures, and tap into local expertise.
- ⭐ Our Culture: We emphasize the people factor in everything we do. Our nurturing culture ensures your ideas reach our leaders and your contributions get the recognition they deserve.
- 📚 Learning: We support your continuous growth by providing access to 2 learning platforms, where you can learn at your own pace.
Next Steps:
Ready to join a workforce that shapes itself around your life, embraces remote work like a pro? Apply, by clicking on the following link. We wish you the best with your application. Our Guardian promise to you is to keep in touch to arrange the next stage should your application meet the position's requirements, and or a gentle update if you have been unsuccessful at this time.
Welcome to the Future of Work! 🌐
At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.