Service Management Operations and Quality Specialist Darwin

The SM Operations and Quality Specialist works closely with the Darwin Service Management team ensuring alignment to processes and making sure clients receive the same level of service. Has a cross-functional collaboration with stakeholders from other teams in Darwin like Client Success Management Darwin Services Consulting and Product Support as well as within the MMB market. By leveraging data-driven insights and feedback the Quality Governance Specialist will identify opportunities for efficiency and improvement ultimately contributing to the overall success of the team and organization. This role will be based inCluj-Napoca Romania.

We will count on you to:

• Develop implement and maintain quality governance frameworks and procedures aligned with organizational and Service Management objectives within Darwin Services. You will be responsible for ensuring the team has documented standard processes is trained and prepared to meet their operational objectives.

• Coordinate with cross-functional teams to align quality governance with overall business goals.

• Set-up a process to conduct regular audits and assessments of client interactions to ensure service excellence and adherence to quality benchmarks.

• Ensure the quality of deliverables including slide decks focusing on data accuracy and content relevance for professional services organizations.

• Complete quality checks based on standard Service management quality criteria.

• Facilitate root cause analysis and corrective action plans for quality issues within Service Management.

• Create and document processes and procedures to support service management operations. Ensure communication with relevant stakeholders and facilitate training on said processes.

• Continuously review existing processes or procedures and drive AI usage to maintain productivity and meet efficiency targets.

• Assist with recruitment activities as needed.

• Own the development of the Service Management onboarding journey.

• Be responsible for the planning and delivery of new joiner onboarding activities.

• Manage user access to internal tools used by the team.

• Coordinate and manage the end-to-end training process for the Service Management team

• Recommend improvements and enhancements to the training curriculum to close gaps and improve results.

• Work closely with the Service Managers from different regions (APAC EMEA etc.) to identify potential opportunities for global alignment in ways of working and best practices.

• Facilitate the creation of WOW (Ways of Working) via cross team sessions documenting related tools and processes.

• Support projects impacting the team or cross-departmental initiatives driving successful outcomes according to workload and team priorities established by the team lead.

• Organize and document meeting notes agendas and coordinate meeting logistics including follow up communications.

• Create manage and customize slide decks for Global Service Management meetings and other presentations.

• Manage and maintain the SharePoint space to ensure up-to-date and accessible information.

• Translate high-level business objectives strategies and changes into actionable plans and clear communication for the Service Management team and related stakeholders.

• Report on team performance and produce output reports or presentations for stakeholders.

• Support the Service Management team with the creation of client specific reporting for use in client QSR.

What you need to have:

• Very organized with strong time management skills they plan proactively and manage expectations well

• Proactive passionate person who demonstrates a Just Do It mind-set.

• Experience in team-support type of roles.

• MS Excel and general presentations skills.

• Excellent written and verbal communication skills in Romanian and English.

• Strong interpersonal skills with the ability to collaborate effectively with diverse teams and stakeholders.

• Problem-solving skills with a focus on root cause analysis and corrective actions.

• Demonstrated capability to work independently while effectively managing multiple priorities and concurrent projects.

• Bachelors degree or combination of education and experience .

• Demonstrate a solution-oriented mindset.

• Detail-oriented with a focus on quality and continuous improvement.

• Experience in reporting and performance analysis.

• Facilitation skills.

What makes you stand out

• Experience working in a fast-paced operational role with the ability to manage ambiguity and maintain focus on delivering excellent results.

• Good project management skills to manage and prioritize tasks in an efficient way

• Background in using Zendesk (or similar tools) reports & analytics is a plus

• Strong knowledge of quality governance frameworks.

• Professional certifications such as Certified Quality Auditor (CQA) Six Sigma or ITIL Foundation preferred.

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.

• We champion flexible working and our mission is to help you find YOUR work-life balance whether that is standard working flextime working or working from home.