Company:

Marsh

Description:

The role is for a Delivery Manager member of the Darwin Implementation leadership team. The role involves leading programme and project management best practices globally, coaching and mentoring these roles, managing escalations, and ensuring delivery efficiency and profitability. The Delivery Manager provides expertise in programme governance and stakeholder management, acting as a delivery sponsor and key client contact on complex implementation programmes. The role requires strong leadership, communication, and organisational skills with a passion to drive a customer-centric approach to delivery. Expertise in employee benefits software, experience working with HR/payroll/insurance vendors and enterprise client management within a SaaS delivery team is required.

We will count on you to:

• Perform the role of a delivery sponsor

• Be a named contact for key client projects/programmes, maintaining a strong relationship with key client stakeholders, acting as representative for the Darwin Implementation team

• Take ownership for resolution of client escalations relating to implementations, working closely with client managers, delivery team and Darwin executive team (as appropriate) to resolve

• Support client management and the rest of Darwin Services with QBRs, client escalations, get to green plans, strategic relationships, ways of working, reporting etc as needed.

• Be responsible for global Programme/Project Management best practice

• Coach Programme Managers through regular one-to-ones and touch points to review work-in-progress, capacity, assignments and development needs.

• Coordinate with Capability Managers and Programme Managers to resolve capacity and capability constraints / opportunities – taking responsibility for Prg Mg client allocation

• Coordinate with Capability Managers to fulfill recruitment needs as appropriate

• Mentor and develop team members to build skills, promote career growth, and foster a high-performance culture.

• Ensure core project management best practice is embedded throughout our delivery process, e.g.

• Escalation management

• Client relationship management

• Issue and risk management

• Budget management / in-flight change management

• Project progress

• Programme Scoping > Implementation

• Ensure Programme Managers and Project Managers are working cohesively to deliver high quality management to implementation projects

• Work with Delivery Managers, Programme Managers and Squad Leads to ensure the pipeline, slots and client expectations are aligned.

• Work closely with the Implementation leadership team to align on and embed ways of working, ensuring alignment with overall strategic goals

• Achieve OKR targets, with a focus on delivery efficiency and profitability

• Identify and implement opportunities for improved ways of working

• Identify and implement opportunities for use of AI

• Support monthly revenue checks

• Track programme budgets/burn rate, address deviations and manage change

• Analyse, evaluate, and overcome delivery risks during implementation

• Ensure the appropriate metrics are in place to monitor success

• Be responsible for Programme activities and provide expertise in Programme Governance & Stakeholder Management

• Set programmes up for success, ensuring programme scoping is planned and executed to high quality where required

• Work with Delivery Managers, Business Management, Programme Managers and Solutions Consulting Lead to develop a process whereby we maintain clear weekly status reporting for the delivery aspects of the readiness process, ensuring there is appropriate visibility to stakeholders i.e.

• Have the delivery squad confirmed they are ready

• Has the appropriate handover been complete

• Has the slot size been validated

• Has the scope been validated

• Has correct documentation been received

• Act as a representative for the Darwin Implementation team and Darwin Services across regions, building relationships with regional leaders and Darwin Services leadership to enhance collaboration, support various initiatives and enhance the effectiveness of Darwin Services

• Collaborate with internal leaders to ensure that the business goals and strategies are effectively communicated and represented

• Champion a customer-centric approach to delivery, ensuring consistent experience for our clients and creating referenceable clients

• Chair/participate in recurring governance meetings with internal and client stakeholders to review plans, progress, risks and escalations.

• Prepare and present programme updates to sponsors and steering groups; conducting pre-steering sense checks with sponsors as required.

• Maintain strong relationships with commercial teams, squad leads and key client sponsors to escalate issues and secure decisions.

What you need to have:

• Experience: 7+ years’ experience in programme or delivery management with proven experience managing complex, multi-stakeholder programmes across regions

• Team management: Proven people leadership and coaching experience managing programme/project managers

• Tools & methods: Comfortable with JIRA (or equivalent), programme trackers and resource allocation tools; strong governance and reporting discipline.

• Experience working in a client sponsor role

• Strong stakeholder management and influencing skills at senior levels.

• Experience working across departments, with an understanding of commercial pipeline process

• Excellent facilitation and meeting-management skills; ability to run efficient governance forums and drive timely decisions.

• Exceptional organisational skills and attention to detail; ability to manage competing priorities and recurring meeting cadences.

• Clear written and verbal communication; effective presenter to executive sponsors.

• Problem-solving and risk/issue management orientation.

• Flexibility to work with APAC/EMEA/US time zones as needed

• Expertise in employee benefits software, experience working with HR/payroll/insurance vendors and enterprise client management within a SaaS delivery team is required.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@mmc.com.

Marsh 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 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.