Service Delivery Manager - Operations

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

What you'll do:

• As the Service Delivery Manager you will be responsible for delivering market leading service to UHCG's members and managing associated vendor relationships specifically in the Europe region and in support of the European insurance business.
• Own the end to end service experience for UHCG's global members, ensuring that every interaction, process, and touchpoint delivers a seamless and high quality service journey.
• Champion member needs across the organisation, proactively identifying service gaps and driving improvements that enhance member satisfaction and wellbeing.
• Lead the ongoing management of network partners and vendors, ensuring they meet UHCG's standards for service excellence, responsiveness, and member care.
• Collaborate closely with cross functional teams to ensure new initiatives, products, and processes support consistent and reliable service delivery for members.
• Act as a key liaison between external vendors and internal teams, ensuring smooth communication, timely issue resolution, and alignment on service delivery.
• Optimise vendor processes and workflows to improve the member service experience.
• Ensure accuracy, integrity, and timeliness of data exchanged with vendors, supporting excellent service outcomes.
• Investigate and resolve vendor related service issues, providing clear root cause analysis and prevention-focused solutions.
• Prepare reporting and materials for leadership, highlighting service performance, risks, and opportunities to improve member experience and outcomes.
• Monitor vendor performance and contractual compliance to ensure member commitments are consistently met.
• Support communications efforts for new or updated vendor partnerships, ensuring member-facing messaging is clear, accurate, and service oriented.
• Gather competitive intelligence on vendor and network developments within the insurance market.
• Educate internal teams on vendor and process changes that impact members.
• Guide and support team members, ensuring team performance aligns with service delivery goals and member experience expectations.
• Support compliance requirements related to claims, data, and operational governance for the Europe insurance entity.

You will be rewarded and recognized for your performance in an environment that will challenge you and give clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.

Required Qualifications:

• Demonstrated experience in delivering operational solutions with solid member service focus.
• Proven vendor management expertise, with the ability to hold partners accountable for service quality.
• Demonstrated solid project management capabilities, with experience leading initiatives that improve service delivery.
• Proven ability to have a collaborative mindset, able to manage varied stakeholders and proactively identify and mitigate risks.
• Proven track record of improving operational processes, particularly those affecting customer or member experiences.
• Proven ability to be an independent, structured thinker with the ability to ask critical questions and challenge assumptions.
• Demonstrated solid problem solving skills, especially in matrixed organisations requiring cross-functional coordination.
• Possesses a passion for operational efficiency and continuous improvement.
• Proven analytical skills to interpret data, spot trends in service performance, and translate insights into actionable improvements.
• Demonstrated high attention to detail, especially around member experience and service expectations.
• Proven ability to manage relationships and expectations with both internal and external stakeholders.
• Demonstrated excellent communication and presentation skills, with emotional intelligence.
• Demonstrated understanding of insurance products and provider network structures.
• Demonstrated awareness of competitor and market developments, particularly those affecting member service capabilities.

*All telecommuters will be required to adhere to the UnitedHealth Group's Telecommuter Policy. Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace.