People Team Lead - Service Delivery (Hybrid)

Capgemini; Katowice; Hybrid; PLN 156,000 - 246,000; Full time

Benefits offered by this job

Medicover medical care

Private life insurance

Sports card

Capgemini Helpline for wellbeing

Job summary

Capgemini Polska seeks a capable Service Delivery Team Leader to drive high-quality service, optimize operations, and elevate customer satisfaction. You will coach staff, manage performance, and coordinate resources while building strong relationships with clients and internal teams.

You will oversee service delivery, ensure SLAs, and guide continuous improvements across projects. Hybrid work is available and professional growth is supported through extensive training and mentoring.

Qualifications

• Experience leading teams in service delivery, operations, customer service, or IT support environments.
• Strong people management and coaching skills.
• Experience managing service performance through KPIs and operational metrics.
• Ability to build effective relationships with customers and stakeholders.
• Strong communication, problem-solving, and decision-making capabilities.
• Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.
• Continuous improvement mindset and focus on service quality.

Responsibilities

• Lead, coach, and support team members in achieving individual and team goals.
• Ensure services are delivered in line with agreed service levels and quality standards.
• Monitor team performance and implement improvements when needed.
• Manage resource planning, workload allocation, and staffing requirements.
• Conduct performance reviews and support employee development plans.
• Act as the main escalation point for operational issues and customer concerns.
• Build strong relationships with customers, stakeholders, and internal teams.
• Drive continuous improvement initiatives to enhance efficiency and customer experience.
• Ensure compliance with company policies, security standards, and operational procedures.
• Support recruitment, onboarding, and retention activities.

Skills

Team leadership

People management

Coaching

KPIs and metrics

Relationship building

Communication

Problem solving

Decision making

Prioritization

Continuous improvement

Job description

Capgemini Polska seeks a capable Service Delivery Team Leader to drive high-quality service, optimize operations, and elevate customer satisfaction. You will coach staff, manage performance, and coordinate resources while building strong relationships with clients and internal teams.

You will oversee service delivery, ensure SLAs, and guide continuous improvements across projects. Hybrid work is available and professional growth is supported through extensive training and mentoring.