Head of Service Delivery

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 structure…