Customer Operations Delivery Lead: Public Sector– Service Delivery & Customer Operations (m/w/d)

Wire is on a mission to help customers protect what matters by providing a secure collaboration platform. They are seeking a Customer Operations Delivery Lead to take ownership of a strategic public sector account, driving end-to-end service delivery and ensuring customer satisfaction and success.

Responsibilities:

• 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