Strategic Operations Manager

Jobtailor; Deutschland; Vor Ort; EUR 110.000 - 150.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a Lead Service Delivery Manager to guide the service delivery teams responsible for coordination, remote technical support, and on-site support. You will define operating cadences, roadmaps, and governance to align daily execution with customer needs and long-term transformation goals.

This role requires building KPI/SLA frameworks, driving Lean/CI improvements, and partnering with IT, product, engineering, and supply chain to scale services and improve cost-to-serve.

Qualifikationen

• Bachelor's degree required.
• Proven success leading service operations, technical support, field service, or operational transformation.

Aufgaben

• Lead service delivery managers and team execution.
• Develop and coach managers for service coordination, remote tech support, and on-site support.
• Establish expectations, cadences, and accountability for service delivery outcomes.
• Align day-to-day service execution with customer needs and long-term transformation goals.
• Define future-state operating model for end-to-end service delivery.
• Translate priorities into roadmaps, cadences, and governance routines.
• Drive initiatives to improve response time, first-time fix, utilization, and cost-to-serve.
• Identify opportunities for standardization, automation, and data quality improvements.
• Manage KPI/SLA frameworks, dashboards, and operating reviews.
• Improve processes and handoffs using Lean/CI and root-cause analysis.
• Collaborate with IT and system owners to improve service-enabling tools.

Kenntnisse

Leadership

Roadmap development

Cross-functional leadership

Lean/CI

Stakeholder management

Communication skills

Analytics & metrics

Ausbildung

Bachelor''s degree

Tools

CRM / Case management

ERP / Parts systems

BI / Reporting

Jobbeschreibung

Overview

Lead service delivery manager and team execution. Lead, coach, and develop the Service Delivery Managers responsible for Service Coordination, Remote Technical Support, and On-Site Technical Support. Establish clear expectations, leadership cadences, performance routines, and accountability for service delivery outcomes. Ensure day-to-day service execution remains aligned with customer needs, operational priorities, and long-term service transformation goals. Define and advance the future-state operating model for end-to-end service delivery across coordination, remote support, on-site support, and parts/materials. Translate strategic priorities into roadmaps, operating cadences, governance routines, and cross-functional improvement plans. Lead initiatives that improve response time, resolution speed, first-time fix, utilization, customer predictability, and cost-to-serve. Identify where standardization, automation, data quality, knowledge management, or service design can help the organization scale. Manage KPI/SLA frameworks, dashboards, scorecards, and operating reviews that create visibility and accountability. Improve process, handoffs, and service design using Lean/CI tools, root cause analysis, and practical change management. Partner with IT and system owners to improve service-enabling tools, translating operational needs into system requirements, data needs, and workflow improvements. Align leaders across service, business units, product, engineering, IT, and supply chain around shared priorities and clear tradeoffs.

Responsibilities

• Lead service delivery manager and team execution.
• Lead, coach, and develop the Service Delivery Managers responsible for Service Coordination, Remote Technical Support, and On‑Site Technical Support.
• Establish clear expectations, leadership cadences, performance routines, and accountability for service delivery outcomes.
• Ensure day-to-day service execution remains aligned with customer needs, operational priorities, and long-term service transformation goals.
• Define and advance the future-state operating model for end-to-end service delivery across coordination, remote support, on-site support, and parts/materials.
• Translate strategic priorities into roadmaps, operating cadences, governance routines, and cross-functional improvement plans.
• Lead initiatives that improve response time, resolution speed, first-time fix, utilization, customer predictability, and cost-to-serve.
• Identify where standardization, automation, data quality, knowledge management, or service design can help the organization scale.
• Manage KPI/SLA frameworks, dashboards, scorecards, and operating reviews that create visibility and accountability.
• Improve process, handoffs, and service design using Lean/CI tools, root cause analysis, and practical change management.
• Partner with IT and system owners to improve service-enabling tools, translating operational needs into system requirements, data needs, and workflow improvements.
• Align leaders across service, business units, product, engineering, IT, and supply chain around shared priorities and clear tradeoffs.

Qualifications

• Bachelor’s degree required.
• Demonstrated success leading service operations, technical support, field service, service logistics, or operational transformation in a complex environment.
• Proven ability to define a vision, build an actionable roadmap, and lead cross-functional execution through measurable results.
• Strong systems thinking across people, process, data, technology, customer expectations, and financial outcomes.
• Ability to build business cases, quantify value, prioritize competing opportunities, and communicate recommendations clearly.
• Experience defining and managing KPIs/SLAs, operating reviews, capacity plans, and performance routines.
• Strong analytical problem-solving skills, including process mapping, root cause analysis, metrics interpretation, and opportunity sizing.
• Experience with service systems and workflows such as CRM/case management, field service tools, ERP/parts systems, knowledge platforms, reporting/BI, and workflow automation.
• Strong facilitation, stakeholder management, and communication skills, with the ability to influence without formal authority.
• Experience supporting complex, uptime-critical customer environments where service execution impacts customer operations, schedules, or real-time performance.
• Fluent in English, written and verbal.