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, empowering 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:Maintain an active, up-to-date Customer Account Plan that includes:Company backgroundCustomer growth plans – identify new business opportunities; establish, maintain, execute, and measure against the plansJoint Relationship MapsActive ProjectsContract Renewal PlansMaintain active, up-to-date Client Action Logs:Ensure any required operational meetings, discussions related to escalations or projects occur as committedManage issues and requests according to committed timeframesConduct monthly Operations Reviews:Key Performance Indicator / Service Level Agreement ReportingJoint Escalation MatricesArrange and facilitate Business Review Meetings (quarterly, semi-annually, or annually) to establish deeper relationshipsMaintain recurring (no less than monthly) engagement with key customer contacts to foster a deeper partnershipKnowledge and presentation of Safeguard Global's Technology Roadmaps; maintain advanced knowledge of SG Service OfferingsPartner with customers to determine 'reference' status; track CSAT through Client Health Index and Heartbeat SurveyUnderstand client business needs and ensure delivery of service and products meet client contractual expectationsProactively identify service issues and collaborate with internal stakeholders and clients to implement effective solutionsEnsure service delivery aligns with contracted Statement of Work (SOW) and other contractual agreementsAchieve targeted Client Satisfaction annual objectives:Collaborate with clients to establish annual objectives; provide statusTotal Contract Value:Knowledge of customers' contracts, including any unique provisionsDrive actions to retain existing business and obtain contract renewalsIdentify business expansion opportunities and coordinate the provision of new services to clientsTimely and accurate reporting of account financial performance and commercial status to all relevant stakeholdersDrive financial efficiency throughout the account:Monthly P&L analysisCoordination with Safeguard Finance and customers to ensure accuracy and timely payment of invoicesOperational Performance:Partner with key operations stakeholders to ensure service delivery aligns with SLA requirementsAssess and analyze Key Performance Indicator (KPI) resultsSuggest and recommend approaches for performance improvementTrack and monitor change requestsReview and approve Root Cause Analysis and Remediation Plans in accordance with clients and other Safeguard Global teamsWho 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.
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.
About UsSafeguard Global builds adaptive solutions for organizations seeking to thrive in the global economy. Through a combination of workforce management data, technologies, services, and market expertise, Safeguard Global enables success through smarter, more efficient global employee management, recruitment, payroll, onboarding, expense management, and more.
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