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Head of Service Delivery

EMnify GmbH -
Berlin

Jetzt bewerben

Details zur Stelle

Leistungen

Firmenevents

Vollständige Stellenbeschreibung

Department

Go-to-Market
Sales Operations
Career level

Head of (L3)
Location

Berlin, Germany

Your Role

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.

Your First 6 Months

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

Your Impact

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

What We Expect

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

Why emnify

IoT connectivity is growing fast, but the operational infrastructure behind it — the contracts, the onboarding flows, the cross-functional coordination — rarely keeps pace. That gap is exactly what this role exists to close. You will have a direct line of sight from the problems you identify to the product and process changes that fix them, because the teams you need are in the same building and the mandate is real. This is not a role where you maintain someone else's playbook. You will write it. emnify is expanding its customer base and team at pace, which means the systems you put in place will matter at scale, not just today.

Why it might not be a match

The processes you will be working with are genuinely immature — onboarding flows, cross-functional handoffs, and delivery tracking all need rebuilding from scratch. If you are looking for a role where the foundations are already in place, this will feel frustrating rather than energising
You will be coordinating people and teams who do not report to you, which means influence and persistence matter more than authority. If you rely on formal structure to get things done, the cross-functional nature of this role will create friction quickly
This is a hands-on leadership role — you will be in the detail alongside your team, not directing from a distance. If you are looking for a purely strategic position removed from day-to-day delivery, the pace and texture of this role will not be the right fit

Your career path with us

Why join our
Engineering team?

Team & structure

Our engineering team is made up of engineers primarily based in our Berlin and Würzburg offices. The team is organised into cross-functional squads aligned to product domains, bringing together backend, frontend, and infrastructure expertise.

Business impact

Engineering builds and scales the platform that powers global IoT connectivity. Their work enables customers across industries—from aviation and robotics to smart cities and beyond—to connect, manage, and scale their devices reliably, while driving emnify’s growth and product innovation.

What you’ll work on

You’ll tackle complex technical challenges across distributed systems, connectivity, and APIs—building scalable solutions and shipping features that have real-world impact at global scale.

Why join our
Finance team?

Team & structure

Our finance team is a small, lean group primarily based in Berlin, covering FP&A, accounting, and commercial finance. The team works closely with leadership and partners directly with departments across the business.

Business impact

Finance sits at the centre of decision-making—providing the insights that guide how we invest, grow, and scale. From supporting international expansion to shaping commercial strategy, their work has a direct impact on emnify’s trajectory.

What you’ll work on

You’ll work on forecasting, budgeting, and commercial analysis, partnering with teams across the business to understand performance, challenge assumptions, and help drive smarter decisions.

Why join our
Go-to-market team?

Team & structure

Our go-to-market team is made up of people across four continents. Each major region—LATAM, the US, Europe, and the Philippines—has dedicated sales, customer success, and marketing specialists working closely together.

Business impact

The team drives new customer acquisition, builds brand awareness, and develops strong, long-term customer relationships. They play a key role in expanding our global presence and shaping how emnify is positioned in the market.

What you’ll work on

You’ll build relationships with both new and existing customers, develop a deep understanding of market needs, and help uncover opportunities that inform new product development. Your work will directly contribute to expanding our global footprint.

Why join our
Legal team?

Team & structure

Legal is a small, highly collaborative team working across commercial, regulatory, and compliance areas. The team operates globally, partnering closely with teams across the business to support a wide range of initiatives.

Business impact

Legal enables the business to scale internationally while managing risk in a complex regulatory landscape. Their work supports customers across diverse industries—from smart cities and aviation to EV charging and beyond—ensuring we can operate confidently across markets.

What you’ll work on

You’ll work on a broad range of legal challenges, from commercial contracts to regulatory initiatives and strategic projects. It’s a fast-paced, agile environment where no two problems are the same, shaped by the diversity of our customers and the global nature of our business.

Why join our
People Ops team?

Team & structure

People Ops partners with teams across the business, spanning hiring, development, and culture. Working across 15+ countries and four major hubs—São Paulo, Berlin, the United States, and Manila—the team brings together a wide range of working styles and cultural perspectives.

Business impact

The team builds the foundation for a high-performing, inclusive, and globally connected organisation. By bringing together diverse cultures and ways of working, they enable teams to collaborate effectively and perform at their best.

What you’ll work on

You’ll shape hiring strategies, employee experience, and development programs across a globally distributed workforce—helping to build a cohesive culture while supporting teams in different regions to thrive.

Why join our
Product management team?

Team & structure

Our product managers are primarily based in Germany and across Europe, working closely with engineering and design in cross-functional teams aligned to key product domains.

Business impact

Product sits at the intersection of customer needs, technology, and business strategy. The team defines what we build and why—shaping the platform to support customers across industries like fleet management, EV charging, aviation, pet tracking, and more, while driving growth and differentiation for emnify.

What you’ll work on

You’ll lead product discovery, prioritisation, and delivery—working closely with customers and internal teams to identify opportunities, define solutions, and bring new features to market that solve real-world connectivity challenges at scale.

Your benefits

Work flexibility

We're a globally distributed team, making flexibility essential. Our roles are designed as hybrid, remote, or include relocation opportunities.

Time to recharge

Enjoy a generous time-off policy starting at 30 days (location-based) to recharge and focus on what matters most.

Learning support

Ongoing professional development opportunities through access to courses, certifications, or conferences.

Good vibes

Join regular company events and team outings to connect with colleagues, celebrate, and have fun. Oh, and did we mention our dog-friendly offices?

Our hiring process

With our skills-first assessment, we focus on what you can do and the strengths you bring to the table, giving you a fair chance to shine based on your abilities, not just your resume.

1. Application Review

Our Talent Partners will review your application and skills for the current role and future opportunities.

2. Talent Interview

A 45-minute chat with one of our Talent Partners to learn about your skills, motivation and achievements.

3. Department Interview

A 1-hour discussion with your Hiring Manager, who will evaluate your skills and expertise. Let your skills shine and show us how you can contribute!

4. Functional Assessment

Be ready to demonstrate your skills through tasks like case studies, presentations, panel discussions, or coding challenges (depending on the role).

5. Final interview

Get to know your team and stakeholders. Discuss your fit and culture- add with us, and how we can grow together!

We believe in giving everyone a fair chance!

When you apply for a role at emnify, we'll focus on your skills and what you can bring to the table, regardless of your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation, or gender identity. If you have a disability, chronic illness, or are neurodiverse, please let us know so we can provide the support you need throughout the application process.

Before submitting your application, please read our Privacy Notice.

Meet your talent partner

William Betts

Senior Talent Partner

Jetzt bewerben

Erweiterte Suche

director of customer service Jobs in berlin

Ich möchte aktuelle Job-E-Mails für Stellen als director of customer service in berlin erhalten

Related Searches

Weitere Job-Standorte erkunden

Your Role

Your First 6 Months

Your Impact

What We Expect

Why emnify

Why it might not be a match

Your career path with us

Why join our Engineering team?

Team & structure

Business impact

What you’ll work on

Why join our Finance team?

Team & structure

Business impact

What you’ll work on

Why join our Go-to-market team?

Team & structure

Business impact

What you’ll work on

Why join our Legal team?

Team & structure

Business impact

What you’ll work on

Why join our People Ops team?

Team & structure

Business impact

What you’ll work on

Why join our Product management team?

Team & structure

Business impact

What you’ll work on

Your benefits

Work flexibility

Time to recharge

Learning support

Good vibes

Our hiring process

1. Application Review

2. Talent Interview

3. Department Interview

4. Functional Assessment

5. Final interview

We believe in giving everyone a fair chance!

Meet your talent partner

William Betts

Why join our
Engineering team?

Why join our
Finance team?

Why join our
Go-to-market team?

Why join our
Legal team?

Why join our
People Ops team?

Why join our
Product management team?