Service Delivery Operations Manager (f/m/d)

Wire • Berlin, NY

1d • Hybrid

About The Position

We are thrilled to offer an exciting opportunity for a motivated and experienced Service Delivery Operations Manager to join our dynamic team on a full-time basis. If you are passionate about building high-performing operational teams, driving service excellence, and ensuring predictable delivery outcomes for customers, this could be the perfect role for you. The successful candidate will be responsible for leading the operational execution of our Service Delivery and Customer Operations function. This role will have a strong emphasis on delivery governance, operational processes, capacity planning, service reporting, and people leadership, ensuring our customers consistently receive a world-class service experience. At our company, we value collaboration, innovation, and a customer-first mindset. If you're excited to be part of a team that prioritizes operational excellence and customer impact, we'd love to hear from you.

Requirements

• Language Skills: Fluency in English and German is essential
• Experience: Minimum 7+ years in Service Delivery Management, Operations Management, IT Service Management, Customer Operations, or similar leadership roles within technology, SaaS, cybersecurity, or enterprise software organisations.
• Leadership Experience: Proven experience leading operational teams, including direct people management, performance management, coaching, and career development.
• Service Management Expertise: Strong understanding of ITIL-aligned service management practices, including Incident, Problem, Change, and Release Management.
• Operational Excellence: Demonstrated experience building and scaling operational frameworks, governance models, reporting structures, and service delivery processes.
• Capacity & Resource Planning: Experience managing forecasting, utilisation, workforce planning, and operational resource allocation within customer-facing teams.
• Stakeholder Management: Proven ability to influence and collaborate effectively across technical and non-technical stakeholders at all organisational levels.
• Data-Driven Decision Making: Strong analytical capabilities with experience using operational metrics and reporting to drive performance improvements and strategic decisions.
• Communication Skills: Exceptional written and verbal communication skills with the ability to manage escalations, facilitate executive discussions, and communicate complex operational topics clearly.
• Flexibility: Ability to travel for customer engagements, leadership meetings, and team collaboration activities where necessary.

Responsibilities

• Own the operational execution of the Service Delivery and Customer Operations function, ensuring delivery commitments are met consistently and efficiently.
• Drive delivery predictability through effective planning, governance, and operational oversight.
• Establish and maintain operational frameworks that support scalable service delivery across a growing customer base.
• Own and govern operational service management processes, including Incident Management, Problem Management, Change Management, and Release Management.
• Act as the accountable operational lead during major incidents, coordinating cross-functional teams to ensure timely resolution and customer communication.
• Drive continuous improvement initiatives through post-incident reviews and problem management activities.
• Monitor and report on SLA adherence, service performance, and operational effectiveness.
• Own forecasting, workload planning, resource allocation, utilisation tracking, and capacity management across the team.
• Identify delivery bottlenecks and proactively implement mitigation strategies.
• Make prioritisation and resourcing decisions to balance customer commitments, operational requirements, and business objectives.
• Provide regular updates to senior leadership on delivery performance, utilisation, customer health, capacity trends, operational risks, and strategic initiatives.
• Establish measurable service delivery objectives and continuously monitor performance against them.
• Act as a key operational partner to Customer Success, Support, Product, Engineering, Sales, and Leadership teams.
• Ensure customer expectations are effectively managed through strong governance, coordination, and communication.
• Serve as an escalation point for operational challenges requiring coordination, prioritisation, and executive visibility.
• Provide direct line management and leadership for Service Delivery and Customer Operations team members.
• Conduct performance reviews, objective setting, career development planning, and ongoing coaching activities.
• Partner with leadership to evolve the service delivery operating model in line with business growth and customer requirements.

Benefits

• 30 days of vacation entitlement
• Competitive salary and bonus structure
• Participation in our VSOP (Virtual Stock Option Plan)
• Investment in professional development with an annual education budget and access to top-notch learning resources.
• A beautiful office in the heart of Berlin, offering a hybrid work environment that balances flexibility with personal connections.
• Access to an Urban Sports Club subscription
• Enjoy fresh breakfast in the office, daily fruits, snacks, free soft drinks, and premium coffee.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed