Service Delivery Advisor

Position Objective: The Service Delivery Advisor aims to deliver and optimise the onboarding and lifecycle management processes for clients, suppliers, and contractors, and is responsible for maintaining compliance, operational efficiency, and stakeholder satisfaction by delivering accurate, timely, and collaborative support across all key processes.

Key Responsibilities

Client Onboarding

• Lead the setup of client accounts and project records to enable smooth engagement from day one.
• Validate agreements, documentation, and statutory requirements to ensure full compliance.
• Coordinate with Finance for accurate billing cycles and system setup.
• Establish safe and compliant worksites, applying appropriate contract templates and managing required notifications.

Client Lifecycle Support

• Deliver timely and accurate reporting to clients and the Front Office, including preparation of Quarterly Business Review (QBR) packs.
• Monitor client performance metrics, providing insights that support client satisfaction and continuous improvement.
• Manage workload via dashboards and performance reporting, ensuring adherence to agreed service levels.

Supplier Onboarding

• Oversee supplier due diligence, including compliance and credit checks, to maintain high governance standards.
• Ensure accurate supplier setup, fee validation, and alignment with company policy and finance requirements.
• Maintain up-to-date and compliant supplier records to support operational readiness.

Contractor Onboarding

• Manage contractor cases end-to-end, from initial request through to contract execution, ensuring SLA compliance.
• Oversee background checks, worker classification, and health and safety requirements in line with regulatory standards.
• Coordinate accurate registration, compliance validation, and payroll setup to ensure contractors are ready to work without delay.
• Safeguard accuracy of billing, statutory compliance, and contract execution for every engagement.

Timesheets & Expenses

• Monitor timesheet and expense submissions, ensuring completeness, accuracy, and escalation where required.
• Validate statutory payments and deductions, coordinating with payroll and finance teams to ensure liabilities are correctly managed.

End Date Management & Extensions

• Proactively manage contract end dates, coordinating extensions, amendments, or offboarding to maintain compliance and continuity.
• Review and process change requests, ensuring updated compliance requirements are met.
• Oversee documentation and system updates to support accurate contract management.

Offboarding

• Manage offboarding processes for contractors and workers in cases of resignation, transition, or completion.
• Ensure timely closure of records, coordination with the Front Office, and compliance with all reporting requirements.

Query Management

• Act as a key point of contact for queries from clients, contractors, and suppliers.
• Allocate and manage cases through dashboards, ensuring resolution within SLA and escalation when required.
• Provide high-quality service to all stakeholders through effective communication and case management.

Qualifications & Experience

• Bachelors degree, or equivalent, in a related business subject (desirable)
• Relevant experience gained in a recruitment or HR setting
• Customer service or service industry experience
• Knowledge of benefits and employment law (preferred)

Key Capabilities

• Positive and proactive mindset: Demonstrates enthusiasm, a can-do attitude, and a willingness to take on challenges in a dynamic work environment.
• Excellent communication skills: Exhibits strong written and oral English communication, with the ability to convey information clearly and effectively.
• Good computer proficiency: Competent in the use of Microsoft Office Suite.
• Organized and detail-oriented: Strong organizational skills, process orientated, and keen attention to detail is essential for ensuring accuracy.
• Eager to learn and grow: Displays a genuine desire for continuous learning and professional development in a fast-paced, evolving environment.
• Collaborative and independent: Able to work autonomously when necessary, while also being an effective team player, contributing to group objectives and supporting colleagues as needed.
• Self-motivated and resourceful: Shows initiative, with the ability to prioritize tasks, manage time effectively, and maintain a high level of productivity with minimal supervision.
• Strong work ethic with urgency: Demonstrates a sense of urgency and dedication in meeting deadlines and accomplishing work tasks, while maintaining a high standard of quality.

Behavioural Expectations

Behaviour must always be consistent with all company policies, procedures, and the Global Core Values:

We are a Family: We care for each other and work better as a team. Our culture is built on respect, loyalty, and fun.

We are Adaptable: We dont back down from change. By embracing it, we have an opportunity to learn and grow.

We are Honest: We keep our promises and act with integrity. We do the right thing.

We are Curious: We are solutions focused. We use our curiosity and love for learning to solve our customers problems.

We are Passionate: We are proud about what we do. We strive for professional excellence because we believe in ourselves and our team.

We are Accountable: We take responsibility for our work. By taking ownership, we deliver results.