This is a newly created leadership role sitting inside the Operations organisation, reporting to the Director of Customer Operations, and based in Berlin. From day one, you will lead a team of four — owning their development, direction, and day-to-day 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, and your closest collaborators — Pre-Sales, Product, and Logistics — are all Berlin-based.
In your first few weeks, you will get into the detail of how the current delivery flow actually works — talking to your team, mapping the handoffs with Logistics, Product, and Pre-Sales, and building a picture of where the gaps are from multiple angles
By month two or three, you will have a clear view of the highest-priority problems and will be bringing forward structured proposals — not just a list of issues, but a point of view on what to fix first and how. You will also have established working relationships with your key stakeholders and a baseline for tracking delivery performance
By the halfway mark, you will own the process end-to-end. The documentation will exist, the escalation paths will be clear, and the business will have better visibility of delivery status than it does today. Your team will have a clear sense of direction and how their work connects to emnify's broader growth
- 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 — so that customers experience a smooth, predictable journey every time
- Drive cross-functional alignment across Product, Sales, Operations, and Logistics by surfacing gaps, escalating blockers, and following through until they are resolved — reducing the manual firefighting that currently slows delivery down
- Build the tracking systems, dashboards, and process documentation that give the business full visibility of delivery status, risks, and bottlenecks before they become customer problems
- Lead a continuous improvement cycle with Sales Ops and Product to turn recurring friction points into structured fixes — including contributing clear, well-reasoned requirements that move the product roadmap in the right direction
- A proven track record leading service delivery, operations, or customer project management teams in a technically complex environment — think API-first platforms, hardware-software products, or network infrastructure
- Demonstrated experience managing, developing, and motivating a team — you know how to set direction, give feedback, and build a culture people want to be part of
- The ability to translate strategy into daily practices — you track commitments, monitor progress, and hold yourself and your team accountable for outcomes without being chased
- Comfort working with technical concepts at a functional level — you do not need to write code, but you should be able to hold a substantive conversation about APIs, understand how a connectivity platform works end-to-end, and translate technical constraints into operational decisions
- A structured, process-oriented working style — you can map a broken process, identify where it falls apart, coordinate the right people to fix it, and document that it happened
- Coachability — we want someone who is excited to grow with us in a fast-evolving market
