Senior Service & Project Operations Lead

Overview

The Senior Service & Project Operations Lead serves as the operational deputy to the Director of Special Projects, assuming end-to-end ownership of service delivery, project operations, and strategic customer engagement. This role acts as the Single Point of Contact (SPOC) for complex enterprise and public-sector customers and operates at the intersection of technology, governance, and executive stakeholder management.

You will be responsible for stabilizing and scaling service delivery, driving operational rigor, and ensuring transparency, accountability, and alignment across multiple internal and external stakeholder groups.

What You'll Do

• Own the full operational service lifecycle, including availability, KPIs, SLAs, and incident management

• Lead root cause analyses (RCAs) and drive corrective and preventative actions

• Ensure strong cross-functional alignment across engineering, security, operations, and leadership

• Maintain project health through structured tracking of milestones, risks, dependencies, and decisions

• Produce clear, decision-ready documentation for internal and external stakeholders

• Drive governance cadences, including steering committees and executive reviews

• Serve as the primary operational interface for complex enterprise and public-sector customers

• Manage expectations, escalations, and delivery transparency with confidence and diplomacy

• Coordinate communication across multi-vendor, integrator, and government environments

• Build, refine, and enforce repeatable operational processes to control complexity at scale

• Execute recurring operational tasks with discipline, accuracy, and follow-through

• Anticipate risks and issues proactively rather than reacting to them

• Highly structured, diplomatic, emotionally intelligent, and service-oriented

What You'll Bring

• • 5+ years of experience in technical project management, service operations, or enterprise delivery roles

  • Experience working in regulated or public-sector environments strongly preferred

  • Proven success operating in complex, multi-stakeholder delivery models

• Technical & Domain Expertise

  • Strong understanding of cloud-native SaaS environments, including Kubernetes, IAM, DevOps, APIs, and distributed systems

  • Ability to engage in architectural discussions and challenge assumptions constructively

• Governance & Stakeholder Management

  • Experience working with government bodies, system integrators, and multi-vendor ecosystems

  • Familiarity with SLAs, escalation frameworks, steering committees, and EVB-IT–style contracts

• Communication & Personal Attributes

  • Executive-ready communicator able to adapt messaging for CIOs, engineers, and public-sector project managers

  • Outstanding written and verbal communication skills

  • Fluent in English and German

  • Highly structured, diplomatic, emotionally intelligent, and service-oriented

The Values That Define Us

Execution

We deliver results with focus, ownership, and consistency. Our teams take initiative, solve challenges proactively, and continuously optimize how we work to create meaningful impact for our customers.

Transparency

We communicate openly and clearly, ensuring stakeholders have the information they need to make informed decisions. We foster a culture of trust, welcome feedback, and embrace accountability in everything we do.

Integrity

We uphold the highest standards of honesty and responsibility. Our teams act ethically, consistently honor commitments, and build trust through principled, reliable actions.

Job Benefits

• Your Equipment: Mac or Microsoft – you work with the IT equipment of your choice.
• Your Pension: We contribute 20% to your company pension scheme (BAV) and also cover ongoing contracts.
• Your Discounts: Enjoy attractive employee discounts via Bitkom with numerous well-known providers.
• Your Extra: Shop with the Edenred gift card, with an average of €20 per month.
• Your Stock Options: After one year with us, you have the opportunity to participate in our stock option program.
• Your Flexibility: With your flexitime account, you can make up for longer days at any time.
• Your Birthday: Celebrate yourself with a special day off on your birthday.
• Your Engagement: Use a special vacation day to engage in social or environmental causes.

Commitment to Equal Opportunity & Inclusion

Kiteworks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

Other Requirements

Ability to meet Kiteworks, customer, and/or government security screening requirements for this role. These requirements include, but are not limited to, the following specialized security screenings:

Kiteworks Background Check: This position requires passing the Kiteworks background check upon hire/transfer and every two years thereafter.