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About the Role
We are seeking a motivated and experienced Service Delivery Operations Manager to lead our Service Delivery and Customer Operations function. This role focuses on delivery governance, operational processes, capacity planning, service reporting, and people leadership to ensure a world-class customer service experience.
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.
Requirements
- 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.
- Proven ability to influence and collaborate effectively across technical and non-technical stakeholders at all organisational levels.
- Strong analytical capabilities with experience using operational metrics and reporting to drive performance improvements and strategic decisions.
- Exceptional written and verbal communication skills with the ability to manage escalations, facilitate executive discussions, and communicate complex operational topics clearly.
- Ability to travel for customer engagements, leadership meetings, and team collaboration activities where necessary.
Skills
- English
- German
- ITIL
- Incident Management
- Problem Management
- Change Management
- Release Management
- Capacity Planning
- Service Reporting
- People Leadership
- Forecasting
- Workload Planning
- Resource Allocation
- Utilization Tracking
- Stakeholder Management
- Data-Driven Decision Making
- Communication Skills
Location
- Office in Berlin
- Remote in Germany
Work Type
- Permanent
- Full Time
- Hybrid
Experience Level
- Minimum 7+ years
Salary/Compensations
- Competitive salary and bonus structure
Benefits
- 30 days of vacation entitlement
- Participation in our VSOP (Virtual Stock Option Plan)
- Annual education budget
- Access to top-notch learning resources
- Urban Sports Club subscription
- Fresh breakfast in the office
- Daily fruits, snacks, free soft drinks, and premium coffee
About the Company
- Wire is the leading end-to-end encrypted communication platform revolutionizing secure collaboration for businesses, critical infrastructure, and governments.
- We prioritize privacy as a fundamental right, providing organizations across industries with the most secure communication experience possible.
- Our cutting-edge encryption technology and robust security measures have made us a trusted partner in the technology, finance, healthcare, and government sectors.
- We are building a secure, easy-to-use, and feature-rich communication tool with the latest technologies.
- We embrace diversity and adhere to the strictest data protection standards.
- We see regulations as a foundation supporting our commitment to secure our customer's communication.
Equal Opportunity
- Be part of an inclusive team that values diversity, equality, and collaboration.