This is a newly created role sitting inside the Service Delivery team, reporting to the Head of Service Delivery, and based in Berlin. You will own the full customer journey from the moment we ship through to live service — acting as the connective tissue between Sales, Product, Operations, and Logistics to make that journey smooth, visible, and scalable. Your closest collaborators will be the Product, Pre-Sales, and Logistics teams, all of whom are Berlin-based. As the role matures, there is a genuine path toward building and leading a small team around you.
In your first few weeks, you will get into the detail of how the current delivery flow actually works — talking to the teams involved, mapping the handoffs, and understanding where the gaps are. Expect to spend real time with Logistics, Product, and Pre-Sales to build a picture 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 working relationships with your key stakeholders and a baseline for how delivery performance is tracked.
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. You will also have started to shape what the next phase of the function looks like — including what it would mean to take on direct management of the onboarding specialists as the team grows.
- 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 documenting 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.
- Develop a scalable delivery framework that supports emnify's growth, with the foundation in place for you to take on team leadership as the function expands.
- A track record in Service Delivery, Operations, or Customer Project Management in a technically complex environment — think deep tech, API-first platforms, hardware-software products, or network infrastructure, rather than straightforward SaaS.
- 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.
- Demonstrated ability to map a broken process, identify where it falls apart, and coordinate the right people to fix it — with the documentation to prove it happened.
- Structured, organised working style with the tools to match — you track commitments, you record decisions, and you follow through without being chased.
- The communication skills to manage stakeholders across Sales, Product, and Operations in English, keeping everyone aligned without letting things fall between the gaps.
