Job Title: Service Delivery Specialist
Company: Safeguard Global
Work Type: Work From Home
Working Days: 5 Days
Salary: Not Disclosed
Job Type/Timing: Full Time
Experience: 1–3 years
Application link: Click here
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Job Description:
Safeguard Global is seeking a Service Delivery Specialist to join our team! This role is crucial in managing client relationships, ensuring smooth service delivery, and identifying opportunities for improvement.
Key Responsibilities:
Organize and facilitate operational meetings and discussions related to escalations or projects as per commitments.
Ensure that issues and requests are addressed within the agreed timelines.
Maintain and update Escalation Matrices.
Regularly engage with key customer contacts (at least monthly) to strengthen the partnership.
Work with customers to evaluate and determine ‘reference’ status.
Monitor client satisfaction through tools like the Client Health Index and Heartbeat Survey.
Understand client business needs to ensure services and products meet contractual expectations.
Proactively identify service issues and collaborate with both internal teams and clients to implement solutions.
Ensure service delivery aligns with the Statement of Work (SOW) and any additional contractual agreements.
Be familiar with the client’s contract, including any unique provisions or one-off agreements.
Drive actions to retain clients and secure contract renewals.
Collaborate with internal stakeholders to ensure service delivery meets SLA requirements.
Analyze Key Performance Indicators (KPIs) to assess service effectiveness.
Propose and recommend improvements to performance.
Track and monitor change requests.
Review and approve Root Cause Analysis and Remediation Plans with clients.
Required Skills & Experience:
Minimum 1 year of experience in a client-facing role related to HR or payroll service delivery.
Knowledge or experience in HR/Payroll industry practices is a plus.
Strong verbal and written communication skills with the ability to present and handle client issues effectively.
Exceptional interpersonal skills and a customer service-driven approach to problem-solving.
Ability to multitask and thrive in a fast-paced, constantly changing environment.
Proactive, independent, and self-sufficient, while knowing when to seek assistance.
Understanding of contractual relationships, disputes, and financial aspects of service agreements.
If you meet these qualifications and are passionate about client service, we encourage you to apply!
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