Head of Service Delivery

Responsibilities

• This is a newly created leadership role sitting inside the Operations organization, 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.
• 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.

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.

Qualifications

• Coachability - we want someone who is excited to grow with us in a fast-evolving market.
• 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.
• 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 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.