Customer Operations Delivery Lead – Public Sector, Service Delivery & Customer Operations

Role Overview

• Own end-to-end delivery and operational performance for a key strategic customer, ensuring exceptional service levels and long-term success.
• Be the single point of accountability for the customer account, relationships, escalation management, and resolution of complex customer issues.
• Lead a cross-functional team within a matrix structure (detailed below) with full accountability for these resources.
• Drive release planning and customer communication, ensuring transparency and expectation management on product updates and delivery timelines.
• Build strong, trust-based relationships with senior customer stakeholders, particularly in enterprise environments.
• Identify risks, dependencies, and operational gaps within the customer experience, and proactively implement improvements to enhance service delivery.
• Ensure internal alignment and prioritisation of customer needs, balancing business objectives with customer expectations.
• Support continuous improvement of delivery processes, contributing to scalable and efficient customer operations.
• Lead complex onboarding and rollout for large-scale enterprise organisations, ensuring structured, efficient, and scalable adoption.
• Prioritise and drive delivery of critical features, fixes, and enhancements by aligning customer needs with Product and Engineering roadmaps.
• Manage and escalate critical topics executive sponsors, ensuring the right information is made visible for timely decision-making at the highest level.
• Own service performance against SLAs, ensure the team is delivering clear reporting, insights, and continuous improvement initiatives to ensure operational excellence and customer satisfaction.

Requirements

• 10+ years of experience in public sector service delivery, customer operations, or technical account management within a SaaS or technology environment.
• Proven experience managing complex, high-value public sector customers.
• Experience working closely with Product and Engineering teams to prioritise and deliver critical features, fixes, and enhancements in line with customer and business needs.
• Demonstrated ability to engage with and escalate to executive stakeholders, effectively communicating risks, priorities, and decisions in high-impact situations.
• Strong understanding of SLA management, service performance monitoring, and reporting, with the ability to translate data into actionable insights and improvements.
• Proven experience leading onboarding and rollout for large-scale public sector customers, including complex stakeholder environments and structured implementation programs.
• Strong experience in triage, escalation management, and cross-functional coordination in a fast-paced environment.
• Demonstrated ability to lead delivery planning, including release coordination and stakeholder communication.
• Excellent stakeholder management skills, with the ability to engage and influence at senior levels.
• Fluency in German and English is required.
• Strong problem-solving mindset with a proactive, ownership-driven approach.

Benefits

• A yearly education budget of 1000 EUR to support your professional growth.
• Urban Sports Club membership to help you stay balanced and healthy.
• Flexible working arrangements work from our Berlin office or remotely within Germany.
• Daily fresh breakfast, fruits, snacks, and barista-quality coffee in our Berlin office.
• Equal opportunity employers we celebrate diversity and are committed to creating an inclusive environment for all employees.