Wire
Customer Operations Delivery Lead: Enterprise – Service Delivery & Customer Operations(m/w/x)
Full-timeWith HomeofficeSenior
Berlin, Stuttgart
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WIWire Germany GmbH
Customer Operations Delivery Lead: Public Sector– Service Delivery & Customer Operations(m/w/x)
Berlin, Frankfurt am Main
Full-timeWith Home OfficeSenior
Nejo AI Summary
End-to-end service delivery for a strategic public sector account, leading complex onboarding. 10+ years public sector SaaS experience required. Yearly education budget, Urban Sports Club membership.
Requirements
- 10+ years in public sector service delivery, customer operations, or technical account management in SaaS/tech
- Proven experience managing complex public sector customers
- Experience working with Product and Engineering teams for feature prioritization and delivery
- Ability to engage and escalate to executive stakeholders
- Strong understanding of SLA management, service performance monitoring, and reporting
- Proven experience leading onboarding and rollout for large-scale public sector customers
- Strong experience in triage, escalation management, and cross-functional coordination
- Demonstrated ability to lead delivery planning, release coordination, and stakeholder communication
- Excellent stakeholder management skills, ability to influence senior levels
- Fluency in German and English
- Strong problem-solving mindset with proactive, ownership-driven approach
Tasks
- Take full ownership of a strategic public sector account
- Drive end-to-end service delivery
- Lead complex onboarding and rollout initiatives
- Act as the single point of accountability for operational and delivery touchpoints
- Ensure seamless coordination across teams
- Proactively resolve issues
- Deliver continuous value to the customer
- Act as the lead and trusted partner to the account
- Drive alignment between customer needs and internal execution
- Lead and be accountable for a cross-functional team
- Own escalations by shaping delivery priorities
- Ensure SLA performance
- Engage senior stakeholders to deliver measurable outcomes
- Own end-to-end delivery and operational performance for a key customer
- Ensure exceptional service levels and long-term success
- Manage customer relationships and escalations
- Resolve complex customer issues
- Lead a cross-functional team in a matrix structure
- Drive release planning and customer communication
- Manage expectations on product updates and delivery timelines
- Build trust-based relationships with senior customer stakeholders
- Identify and implement improvements to enhance service delivery
- Ensure internal alignment and prioritization of customer needs
- Balance business objectives with customer expectations
- Support continuous improvement of delivery processes
- Contribute to scalable and efficient customer operations
- Lead complex onboarding and rollout for large-scale organizations
- Ensure structured, efficient, and scalable adoption
- Prioritize and drive delivery of critical features, fixes, and enhancements
- Align customer needs with Product and Engineering roadmaps
- Manage and escalate critical topics to executive sponsors
- Ensure visibility for timely decision-making
- Own service performance against SLAs
- Ensure the team delivers clear reporting and insights
- Drive continuous improvement initiatives for operational excellence
Work Experience
- 10 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- German – Business Fluent
- English – Business Fluent
Benefits
Additional Allowances
- Yearly education budget
Healthcare & Fitness
- Urban Sports Club membership
Snacks & Drinks
- Daily fresh breakfast
- Fruits
- Snacks
- Barista-quality coffee
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Wire Germany GmbH and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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WIWire Germany GmbH
Customer Operations Delivery Lead: Public Sector– Service Delivery & Customer Operations(m/w/x)
Berlin, Frankfurt am Main
Full-timeWith Home OfficeSenior
Nejo AI Summary
End-to-end service delivery for a strategic public sector account, leading complex onboarding. 10+ years public sector SaaS experience required. Yearly education budget, Urban Sports Club membership.
Requirements
- 10+ years in public sector service delivery, customer operations, or technical account management in SaaS/tech
- Proven experience managing complex public sector customers
- Experience working with Product and Engineering teams for feature prioritization and delivery
- Ability to engage and escalate to executive stakeholders
- Strong understanding of SLA management, service performance monitoring, and reporting
- Proven experience leading onboarding and rollout for large-scale public sector customers
- Strong experience in triage, escalation management, and cross-functional coordination
- Demonstrated ability to lead delivery planning, release coordination, and stakeholder communication
- Excellent stakeholder management skills, ability to influence senior levels
- Fluency in German and English
- Strong problem-solving mindset with proactive, ownership-driven approach
Tasks
- Take full ownership of a strategic public sector account
- Drive end-to-end service delivery
- Lead complex onboarding and rollout initiatives
- Act as the single point of accountability for operational and delivery touchpoints
- Ensure seamless coordination across teams
- Proactively resolve issues
- Deliver continuous value to the customer
- Act as the lead and trusted partner to the account
- Drive alignment between customer needs and internal execution
- Lead and be accountable for a cross-functional team
- Own escalations by shaping delivery priorities
- Ensure SLA performance
- Engage senior stakeholders to deliver measurable outcomes
- Own end-to-end delivery and operational performance for a key customer
- Ensure exceptional service levels and long-term success
- Manage customer relationships and escalations
- Resolve complex customer issues
- Lead a cross-functional team in a matrix structure
- Drive release planning and customer communication
- Manage expectations on product updates and delivery timelines
- Build trust-based relationships with senior customer stakeholders
- Identify and implement improvements to enhance service delivery
- Ensure internal alignment and prioritization of customer needs
- Balance business objectives with customer expectations
- Support continuous improvement of delivery processes
- Contribute to scalable and efficient customer operations
- Lead complex onboarding and rollout for large-scale organizations
- Ensure structured, efficient, and scalable adoption
- Prioritize and drive delivery of critical features, fixes, and enhancements
- Align customer needs with Product and Engineering roadmaps
- Manage and escalate critical topics to executive sponsors
- Ensure visibility for timely decision-making
- Own service performance against SLAs
- Ensure the team delivers clear reporting and insights
- Drive continuous improvement initiatives for operational excellence
Work Experience
- 10 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- German – Business Fluent
- English – Business Fluent
Benefits
Additional Allowances
- Yearly education budget
Healthcare & Fitness
- Urban Sports Club membership
Snacks & Drinks
- Daily fresh breakfast
- Fruits
- Snacks
- Barista-quality coffee
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Wire Germany GmbH and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
Wire Germany GmbH
Industry
Telecommunications
Description
Wire is a leading end-to-end encrypted communication platform prioritizing privacy and security for businesses and governments.
Not a perfect match?
- Wire
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