Head of Delivery Support Team | f/m/d

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

We are looking for an experienced people leader to manage a cross-functional team of delivery professionals within the Direct & Omnichannel Sales Subtower (Direct Sales area). This area is responsible for digital products and features that enable customers to independently configure and purchase insurance products online, without agent interaction.

You will lead a team of overarching experts – including Solution Architects, Project Managers, Test Managers, and End-to-End Testers – who work closely with development teams across the subtower to ensure structured delivery, architectural alignment, and high-quality standards across the project portfolio.

Your primary accountability will be people management, resource allocation, and capacity planning across the project portfolio. You will ensure that the right competencies are available when needed and that projects are properly staffed to deliver successfully.

You will act as the manager of these roles – ensuring their availability, performance, development, and effective deployment across initiatives.

You will operate in a dynamic environment with high expectations, where ownership, proactivity, and the ability to work under pressure are essential.

How you will get the job done

• leading and developing a team of cross-functional professionals supporting delivery teams (Solution Architects, Project Managers, Test Managers, E2E Testers)

• managing resource allocation and capacity planning across projects and initiatives

• ensuring appropriate staffing of initiatives based on demand and priorities

• monitoring workload distribution and addressing bottlenecks proactively

• supporting escalation handling when delivery risks occur within the project portfolio

• ensuring transparency on capacity, availability, and skill coverage

• driving performance, accountability, and professional development within the team

• collaborating with subtower leadership and project stakeholders to align on staffing needs

• supporting hiring decisions when additional capacity or competencies are required

• this  role is based in Warsaw, but occasional travels are expected

Skills and experience you will need

• fluency in English

• strong practical understanding of the software development lifecycle and delivery mechanics

• understanding of the insurance industry, including core processes, products, sales channels, and business models

• proven experience in leading development or delivery teams with direct accountability for meeting deadlines

• experience working in digital/online sales environments (e-commerce, self-service platforms, customer-facing digital journeys) is a strong advantage

• ability to work under pressure and manage conflicting priorities

• strong ownership mindset and proactive communication style

• excellent communication and stakeholder management skills, with a service-oriented approach toward internal and external partners

• ability to independently manage topics without close supervision

• strong prioritization and risk management skills

• demonstrated success in leading teams with a strong focus on collaboration, accountability, and continuous improvement

• experience in managing and developing cross-country teams, fostering a collaborative and performance-driven work environment

Nice to have

• German language skills are a strong advantage but not required

Perks & Benefits

Let's be healthy

Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.

Let's be balanced

Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.

Let's be smart

We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.

Let's be responsible

Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.

Let's be fun

Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!

Let's be diverse

Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!