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About the Role

We are looking for a Head of Operations to lead and professionalize deeploi’s operational backbone in Berlin. You will own the entire customer lifecycle, lead Customer Onboarding, Customer Success, and IT-Support teams, and focus on measurable improvements like clear SLAs, reliable data, and strong customer relationships. As a key member of the leadership team, you will report directly to the CEO and collaborate with the CPTO and Head of Product to translate customer insights into improvements.

Responsibilities

Lead Customer Onboarding, Customer Success, and IT-Support, with responsibility for a team of around 15 people, including vendor management, procurement, and subprocessors.
Own the customer lifecycle, build senior-level relationships, and personally intervene when necessary.
Strengthen key accounts, understand drivers of renewals and satisfaction, and tailor products to client needs.
Refine and sharpen IT-Support SLAs, strengthen the data foundation, and provide the team with necessary structure, tooling, and capacity.
Optimize processes and tools to enable business growth without proportional team expansion.
Represent the Voice of the Customer and translate operational insights into a product agenda with the Product team.
Drive key metrics including SLA compliance, retention, churn, upsells, customer satisfaction (NPS), support efficiency, and service margins.
Develop the team, set expectations, and foster a proud service culture.

Requirements

6+ years in operations, service, or general management, ideally in SaaS or IT services.
At least 2 years of leadership experience, with a track record of building and developing teams in a high-growth environment.
Customer centricity with the ability to own customer relationships and de-escalate difficult conversations.
Strong process thinking and data mindset, with the ability to build tracking and metrics.
Comfortable operating at the intersection of Operations and Product.
Solid technical understanding, with an IT background or MDM knowledge being a plus.
Start-up or scale-up experience is a must.
Ownership and hands-on mentality.
Based in Berlin and comfortable with an office-first culture.
Fluent German and English (business fluent, C1+).
Bachelor’s degree or comparable experience.

Skills

Customer Onboarding
Customer Success
IT-Support
Vendor Management
Procurement
Customer Centricity
Relationship Building
SLA Management
Data Analysis
Process Optimization
Product Management Collaboration
Team Leadership
IT Infrastructure Understanding
Device Management
macOS
Windows

Location

Berlin
Munich

Work Type

Office-first
Full-time

Experience Level

6+ years in operations, service or general management
2+ years of leadership experience
Start-up or scale-up experience

Education Level

Bachelor’s degree or comparable experience

Salary/Compensations

Competitive compensation package including a generous VSOP plan

Benefits

Urban Sports Club
Public transport allowance

About the Company

Make millions of people work better every day.
We seek bright brains to join the IT revolution and build Europe’s #1 IT Operating System.
deeploi was founded in 2023 and is backed by leading European investors including Atomico and Cherry Ventures to rethink how IT is done.
IT as a Service – not as a struggle: We are building an all-in-one IT platform, combined with premium support. From user on- and offboarding, to service and support, cybersecurity and device management – deeploi covers the entire scope of a company´s IT department.