Delivery Account Operations Manager

Job title: Delivery Account Operations Manager

About the Role As a Delivery Account Operations Manager, you will play a central role in ensuring the successful delivery of contracted managed services for enterprise customers. You will act as the key operational contact, collaborating with customers, internal stakeholders, and external partners to ensure high-quality service delivery and continuous improvement of the customer experience.

What You'll Do

• Manage and execute contracted managed services for one or more customer accounts.
• Oversee day-to-day service delivery activities, including issue and escalation management, install base and asset accuracy, device and change management, consumables and inventory management, and customer reporting and operational support.
• Build trusted relationships with enterprise-level customer stakeholders.
• Ensure clear, timely, and professional communication with customers.
• Monitor service performance against contractual SLA commitments and initiate corrective actions when needed.
• Conduct root cause analysis and drive issue resolution.
• Maintain customer action plans, operational documentation, and service reports.
• Coordinate with internal teams, suppliers, and external partners to support successful service delivery.
• Support continuous process improvement initiatives and identify opportunities to enhance customer satisfaction.
• Contribute to implementation activities and provide ongoing post-implementation support.

What We're Looking For

• Fluent English and German (written and spoken).
• Minimum 5 years of experience in operations, service delivery, account management, customer success, or a similar customer-facing role.
• Experience managing multiple priorities simultaneously in a complex business environment.
• Strong customer relationship management and problem-solving skills.
• Excellent communication and presentation abilities.
• Ability to work independently while collaborating effectively with cross-functional and international teams.
• Strong Microsoft Office skills, especially Excel, PowerPoint, Outlook and Word.
• Bachelor's degree in Business or equivalent professional experience.

Nice to Have

• Experience working with enterprise customers and senior stakeholders.
• Background in service delivery, managed services, operations management, project coordination, or customer success.
• Experience analyzing operational performance and translating data into actionable insights.
• Familiarity with contracts, service agreements, and SLA management.
• Exposure to Lean, Six Sigma, ITIL, or Project Management frameworks.

Compensation & Benefits

• Salary not disclosed in the job posting.