Service Delivery Operations Manager (f/m/d)

WHO WE ARE

Join Wire, the leading end-to-end encrypted communication platform revolutionizing secure collaboration for businesses, critical infrastructure, and governments. We prioritize privacy as a fundamental right, providing organizations across industries with the most secure communication experience possible.

Our cutting-edge encryption technology and robust security measures have made us a trusted partner in the technology, finance, healthcare, and government sectors. If you're driven by the mission to redefine secure communication and want to be part of an innovative and dynamic team, join us at Wire. Together, we'll build a world where privacy and security are the foundation of modern communication.

GENERAL INFORMATION

• Employment Type: Permanent
• Role: Service Delivery Operations Manager
• Experience Required: Minimum 7+ years in Service Delivery, Operations Management, Customer Operations, or IT Service Management
• Working Hours: Full Time
• Working Location: Office in Berlin or Remote in Germany
• Frequent Travel: As required for customer commitments and internal team collaboration
• Reports to: Head of Service Delivery and Customer Operations
• Desired Start Date: asap

YOUR CHALLENGE AT WIRE

We are thrilled to offer an exciting opportunity for a motivated and experienced Service Delivery Operations Manager to join our dynamic team on a full-time basis. If you are passionate about building high-performing operational teams, driving service excellence, and ensuring predictable delivery outcomes for customers, this could be the perfect role for you.

The successful candidate will be responsible for leading the operational execution of our Service Delivery and Customer Operations function. This role will have a strong emphasis on delivery governance, operational processes, capacity planning, service reporting, and people leadership, ensuring our customers consistently receive a world-class service experience.

At our company, we value collaboration, innovation, and a customer-first mindset. If you're excited to be part of a team that prioritizes operational excellence and customer impact, we'd love to hear from you.

Responsibilities

• Own the operational execution of the Service Delivery and Customer Operations function, ensuring delivery commitments are met consistently and efficiently.
• Drive delivery predictability through effective planning, governance, and operational oversight.
• Establish and maintain operational frameworks that support scalable service delivery across a growing customer base.
• Own and govern operational service management processes, including Incident Management, Problem Management, Change Management, and Release Management.
• Act as the accountable operational lead during major incidents, coordinating cross-functional teams to ensure timely resolution and customer communication.
• Drive continuous improvement initiatives through post-incident reviews and problem management activities.
• Monitor and report on SLA adherence, service performance, and operational effectiveness.
• Own forecasting, workload planning, resource allocation, utilisation tracking, and capacity management across the team.
• Identify delivery bottlenecks and proactively implement mitigation strategies.
• Make prioritisation and resourcing decisions to balance customer commitments, operational requirements, and business objectives.
• Provide regular updates to senior leadership on delivery performance, utilisation, customer health, capacity trends, operational risks, and strategic initiatives.
• Establish measurable service delivery objectives and continuously monitor performance against them.
• Act as a key operational partner to Customer Success, Support, Product, Engineering, Sales, and Leadership teams.
• Ensure customer expectations are effectively managed through strong governance, coordination, and communication.
• Serve as an escalation point for operational challenges requiring coordination, prioritisation, and executive visibility.
• Provide direct line management and leadership for Service Delivery and Customer Operations team members.
• Conduct performance reviews, objective setting, career development planning, and ongoing coaching activities.
• Partner with leadership to evolve the service delivery operating model in line with business growth and customer requirements.

YOUR PROFILE

• Language Skills: Fluency in English and German is essential
• Experience: Minimum 7+ years in Service Delivery Management, Operations Management, IT Service Management, Customer Operations, or similar leadership roles within technology, SaaS, cybersecurity, or enterprise software organisations.
• Leadership Experience: Proven experience leading operational teams, including direct people management, performance management, coaching, and career development.
• Service Management Expertise: Strong understanding of ITIL-aligned service management practices, including Incident, Problem, Change, and Release Management.
• Operational Excellence: Demonstrated experience building and scaling operational frameworks, governance models, reporting structures, and service delivery processes.
• Capacity & Resource Planning: Experience managing forecasting, utilisation, workforce planning, and operational resource allocation within customer-facing teams.
• Stakeholder Management: Proven ability to influence and collaborate effectively across technical and non-technical stakeholders at all organisational levels.
• Data-Driven Decision Making: Strong analytical capabilities with experience using operational metrics and reporting to drive performance improvements and strategic decisions.
• Communication Skills: Exceptional written and verbal communication skills with the ability to manage escalations, facilitate executive discussions, and communicate complex operational topics clearly.
• Flexibility: Ability to travel for customer engagements, leadership meetings, and team collaboration activities where necessary.

WHY WIRE?

• Join a market-proven (>1,000 customers) company and help drive Wire to become the worldwide market leader.
• 30 days of vacation entitlement, allowing you to take well-deserved time off and maintain a healthy work-life balance.
• Competitive salary and bonus structure, recognizing your contributions and success.
• Participation in our VSOP (Virtual Stock Option Plan), giving you the opportunity to share in the company's long-term success.
• Investment in professional development with an annual education budget and access to top-notch learning resources.
• A beautiful office in the heart of Berlin, offering a hybrid work environment that balances flexibility with personal connections.
• Access to an Urban Sports Club subscription, supporting your health and well-being.
• Enjoy fresh breakfast in the office, daily fruits, snacks, free soft drinks, and premium coffee.
• Be part of an inclusive team that values diversity, equality, and collaboration.

CONTACT

If you're ready to make an impact and contribute to the success of Wire's customers, we'd love to hear from you! We look forward to welcoming you to our team.

IMPORTANT NOTE ON RECRUITMENT FRAUD

All Wire vacancies are published on our official careers page, and every application for this position runs through Personio, our official application portal. For permanent roles we do not work with external recruitment agencies. At no point in the process will Wire, or any partner working on our behalf, ask you for payments, fees or bank details, and we never extend an offer without at least one live conversation with people from Wire. If someone contacts you claiming to represent Wire and you are unsure whether it is genuine, please get in touch with us via the support page on wire.com before you reply or share any personal data. We will check whether the contact is genuine.