Service Delivery Manager I - Italy Claims Team

Role Overview

As a Service Delivery Manager I, you will be responsible for leading the Italy Claims operations team in Kraków, ensuring high-quality service delivery, strong team performance, and achievement of all operational targets. You will play a key role in managing service stability, client relationships, and continuous improvement initiatives.

What the day will look like

• Leading and developing a team, including performance management, coaching, and development planning.
• Overseeing daily claims operations to ensure SLA, KPI, and quality targets are consistently met.
• Monitoring performance data to identify risks, inefficiencies, and improvement opportunities.
• Managing escalations, audits, and operational governance.
• Partnering with Italy collaborators and internal teams to ensure smooth service delivery.
• Driving process improvements, standardization, and knowledge management.

Skills and experience that will lead to success

• Proven experience in managing teams in an operations or service delivery environment.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to manage collaborators and build strong client relationships.
• Experience working in SLA/KPI-driven environments.
• Strong communication and influencing skills.
• Proficiency in MS Office tools (Excel, Word).
• Fluent English & Italian are required.

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