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.

• 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 is required.