Service Management Specialist @Darwin

Company:

Mercer

Description:

As a Service Management Specialist at DARWIN you will be instrumental in delivering exceptional service to our clients. You will standardize the process for conducting Quarterly Business Reviews (QBRs) while customizing them to meet specific client needs and you will oversee the completion of the Statement of Work (SOW) sign-off process including tracking progress and following up with the responsible account manager. Your primary focus will be on driving revenue by enhancing client profitability through value-added services and cost optimization strategies in collaboration with account management. Additionally you will coordinate Go-To-Green plans to boost service performance and client satisfaction as well as implement Hypercare programs for clients needing extra support during transitions. Working closely with various departments within Business As Usual Teams you will ensure alignment and provide comprehensive support for service initiatives fostering strong client relationships and driving service excellence. This role will be based inCluj-Napoca Romania.

We will count on you to:

• Be responsible for a specific portfolio of clients (number may vary based on forecasted effort) by representing the Managed Services and In Life Change teams performance results to the client.
• Works closely with clients and internal teams building and maintaining relationships to ensure successful service delivery is presented to our clients
• Responsible for coordinating operational activities for the client ensuring that they are tracked and progress is communicated on regular Client service calls (mainly with Darwin Services Teams and at times with other Darwin/Mercer/external teams).
• Identify issues quickly and work with Darwin Services Teams to develop effective solutions for managing service delivery challenges.
• Proactively working with delivery and support teams to ensure all teams deliver to the client as per the KPIs/ agreements in the contract and acts as an escalation point where necessary.
• Proactively identifies areas of improvement and shares best practices with internal teams and clients.
• Analyze data and metrics to assess service performance prepare reporting decks using MMB /Darwin templates for business review meetings.
• Where we encounter multiple or recurring service issues the Service Manager manages the coordination and implementation of recovery plans.
• Develop technical knowledge of the Darwin product through a solid understanding of the technical aspects of the services and changes being delivered.

What you need to have:

• Minimum 2-3 years of solid experience in a B2B environment.
• Excellent written and verbal communication skills in Romanian and English.
• Intermediate knowledge of the Microsoft Office Suite (PowerPoint Outlook Excel)
• Strong interpersonal skills with the ability to collaborate effectively with diverse teams and stakeholders.
• Highly organized with strong time management skills capable of proactive planning and managing expectation
• Proficient in making informed decisions while considering the impact on service delivery and client relationships.
• Strong focus on client satisfaction with the ability to understand and address client needs.
• Ability to inspire and guide various stakeholders fostering a positive work environment and encouraging collaboration.
• Adaptability to changing circumstances and client needs in a dynamic service environment.
• Experience in change management assisting teams and clients in adapting to new processes technologies or service offerings.
• Financial acumen including understanding budgeting financial reporting and cost management related to service delivery
• Proactive and passionate service professional with a Just Do It mindset.

• Commitment to ensuring that the Brilliant Basics are met and placing the client at the center of all activities.

• Bachelors degree or combination of education and experience required.

What makes you stand out

• Experience in a fast-paced operational role demonstrating the ability to manage ambiguity while maintaining a focus on delivering excellent results.
• Strong project management skills enabling efficient task management and prioritization.

• Familiarity with Zendesk or similar tools with experience in utilizing reports and analytics being a plus.
• Understanding of ITIL methodology and its application in service management.

Why join our team:

• An opportunity to work in a fast-growing innovative company with lots of room for progression and career growth.
• A fail-friendly environment that encourages learning and initiative.
• We help you be your best through professional development opportunities interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues clients and communities.
• Our scale enables us to provide a range of career opportunities as well as benefits and rewards to enhance your well-being.
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary).
• 30 days off (25 legal days off 1 extra day off on your birthday public holiday replacement days extra buy/sell from your benefits budget).
• Performance Bonus scheme.
• Matching charity contributions charity days off and the Pay it Forward charity challenge.
• Core benefits - Pension Life and Medical Insurance Meal Vouchers Travel Insurance.

Mercer a business of Marsh McLennan (NYSE: MMC) is a global leader in helping clients realize their investment objectives shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk strategy and people advising clients in 130 countries across four businesses: Marsh Guy Carpenter Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90000 colleagues Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information visit or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background disability ethnic origin family duties gender orientation or expression marital status nationality parental status personal or social status political affiliation race religion and beliefs sex/gender sexual orientation or expression skin color or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work which includes the flexibility of working remotely and the collaboration connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one anchor day per week on which their full team will be together in person.