Head of Service Delivery — Berlin
About emnify
emnify is a leading cloud-native IoT connectivity provider helping businesses connect and manage devices globally through a single, modern platform. Our technology powers connected products across industries including mobility, logistics, energy, healthcare, and security — enabling enterprises to scale IoT faster, more securely, and with greater flexibility.
Built for the cloud era, emnify combines global cellular connectivity, network intelligence, and seamless API integrations into one platform that simplifies how businesses deploy and manage connected devices worldwide.
With strong international growth and increasing momentum in the U.S. market, emnify is helping redefine what modern IoT connectivity looks like.
Your Role
This is a newly created leadership role sitting inside the Operations organisation, 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.
Why emnify
IoT connectivity is growing fast, but the operational infrastructure behind it — the onboarding flows, the cross-functional handoffs, the delivery tracking — rarely keeps pace. That gap is exactly what this role exists to close. You will have a direct line from the problems you identify to the product and process changes that fix them, because the teams you need are in the same building and the mandate is real. This is not a role where you inherit someone else's playbook and maintain it. You will write it — and build the team to run it. emnify is expanding its customer base and headcount at pace, which means the systems and culture you put in place will matter at scale, not just today.
Your Impact
- 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
What We Expect
- 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
- 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 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
- Coachability — we want someone who is excited to grow with us in a fast-evolving market
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
Why It Might Not Be a Match
- The processes you will be working with are genuinely immature — onboarding flows, cross-functional handoffs, and delivery tracking all need rebuilding from scratch. If you are looking for a role where the foundations are already in place, this will feel frustrating rather than energising
- You will be coordinating people and teams who do not report to you, which means influence and persistence matter more than authority. If you rely on formal structure to get things done, the cross-functional nature of this role will create friction quickly
- This is a hands-on leadership role — you will be in the detail alongside your team, not directing from a distance. If you are looking for a purely strategic position removed from day-to-day delivery, the pace and texture of this role will not be the right fit
