Service Manager @DARWIN

at  Mercer

YOUR EXPERIENCE & VALUES

• Solid experience working in a B2B environment;
• Excellent written and verbal communication skills in Romanian and English;
• Very organized, with strong time management skills they plan proactively and manage expectations well;
• Proactive, passionate service leader who demonstrates a ‘Just Do It’ mindset;
• Experience in working in the Technology industry is preferred;
• Ensure that the Brilliant Basics are met and put the Client at the centre of all they do;
• Bachelor’s degree or combination of education and experience required;

As a Service Manager, you will oversee a dedicated portfolio of clients, collaborating closely with clients and internal teams. Your mission includes coordinating operational activities, making sure that progress is communicated during regular service calls, and acting as an escalation point when necessary. You will proactively identify areas for improvement, prepare reporting decks for business reviews, and implement recovery plans for recurring service issues.

• Responsible for a specific portfolio of clients (number may vary based on forecasted effort);
• Works closely with the client and the internal teams;
• Responsible for coordinating operational activities for the client and 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);
• Proactively working with delivery and support teams to ensure all teams deliver to the client as per the KPIs/ agreements in the contract and act as an escalation point where necessary;
• Proactively identifies areas of improvement and shares best practices with internal teams and clients;
• Prepare reporting decks using Darwin templates for business review meetings;
• Where we encounter multiple or recurring service issues, the Service Manager owns the coordination and implementation of recovery plans;