Service Delivery Manager

The Role

In this role, the Global Service Delivery Manager will be responsible for managing and nurturing relationships with our clients. You will serve as a primary point of contact, ensuring that clients receive exceptional service and support, while also identifying opportunities for growth and improvements with our services. Your role is crucial in managing client portfolios, driving client satisfaction, and contributing to the overall success of our company. The ideal candidate will have strong analytical skills, a keen eye for detail, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

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
  

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
  
  

At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.