Service Delivery Advisor

ACCOUNTABILITY

ACTIVITIES

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.