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About the Role

This newly created leadership role sits within the Operations organization, reporting to the Director of Customer Operations. You will lead a team of four, owning their development, direction, and performance, while also taking full ownership of the end-to-end service delivery process from contract signature through onboarding, SIM order management, logistics, and go-live. You will act as the connective tissue between Sales, Product, Operations, and Logistics.

Responsibilities

Lead and develop a team, setting clear direction, building capability, and creating the conditions for the team to perform at its best as the function scales.
Own the end-to-end service delivery process from contract signature through onboarding, SIM order management, logistics, and go-live, ensuring customers experience a smooth, predictable journey.
Drive cross-functional alignment across Product, Sales, Operations, and Logistics by surfacing gaps, escalating blockers, and following through until resolved.
Build tracking systems, dashboards, and process documentation to provide the business with full visibility of delivery status, risks, and bottlenecks.
Lead a continuous improvement cycle with Sales Ops and Product to turn recurring friction points into structured fixes, contributing clear requirements that move the product roadmap forward.

Requirements

Proven track record leading service delivery, operations, or customer project management teams in a technically complex environment (e.g., API-first platforms, hardware-software products, network infrastructure).
Demonstrated experience managing, developing, and motivating a team, including setting direction, giving feedback, and building a positive culture.
Ability to translate strategy into daily practices, tracking commitments, monitoring progress, and holding oneself and the team accountable for outcomes.
Comfort working with technical concepts at a functional level, including discussing APIs and understanding connectivity platform operations.
Structured, process-oriented working style, capable of mapping broken processes, identifying issues, coordinating fixes, and documenting outcomes.
Coachability and excitement to grow within a fast-evolving market.
Processes need rebuilding from scratch; this role is for those energized by building foundations.
Requires influence and persistence to coordinate teams that do not report directly.
This is a hands-on leadership role requiring involvement in the detail alongside the team.

Skills

Service Delivery Management
Operations Management
Customer Project Management
Team Leadership
Process Improvement
Cross-functional Collaboration
Technical Concept Understanding (APIs, Connectivity Platforms)
Process Mapping
Documentation
Influence
Persistence

Location

Berlin

Work Type

Full-time

Experience Level

Leadership

About the Company

emnify is a leading cloud-native IoT connectivity provider helping businesses connect and manage devices globally through a single, modern platform.
Our technology powers connected products across industries including mobility, logistics, energy, healthcare, and security, enabling enterprises to scale IoT faster, more securely, and with greater flexibility.
emnify combines global cellular connectivity, network intelligence, and seamless API integrations into one platform that simplifies how businesses deploy and manage connected devices worldwide.
With strong international growth and increasing momentum in the U.S. market, emnify is helping redefine what modern IoT connectivity looks like.