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 …