Service Delivery Operations Manager

About the role

Service Delivery Operations Manager to lead the operational execution of the 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 customers consistently receive a world-class service experience.

What you'll do

• 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.
• 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.
• 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.
• Provide direct line management and leadership for Service Delivery and Customer Operations team members.
• Partner with leadership to evolve the service delivery operating model in line with business growth and customer requirements.

What you'll need

• 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.
• Proven experience leading operational teams, including direct people management, performance management, coaching, and career development.
• Strong understanding of ITIL-aligned service management practices, including Incident, Problem, Change, and Release Management.
• Demonstrated experience building and scaling operational frameworks, governance models, reporting structures, and service delivery processes.
• Experience managing forecasting, utilisation, workforce planning, and operational resource allocation within customer-facing teams.
• Fluency in English and German is essential.

What they offer

• 30 days of vacation entitlement.
• Competitive salary and bonus structure.
• Participation in VSOP (Virtual Stock Option Plan).
• Annual education budget and access to learning resources.
• Hybrid work environment in Berlin.
• Urban Sports Club subscription, fresh breakfast, fruits, snacks, and premium coffee.