Job Description

The Senior Service & Project Operations Lead serves as the operational deputy to the Director of Special Projects, assuming end-to-end ownership of service delivery, project operations, and strategic customer engagement. This role acts as the Single Point of Contact (SPOC) for complex enterprise and public-sector customers and operates at the intersection of technology, governance, and executive stakeholder management.
You will be responsible for stabilizing and scaling service delivery, driving operational rigor, and ensuring transparency, accountability, and alignment across multiple internal and external stakeholder groups.

Job Requirements
• 5+ years of experience in technical project management, service operations, or enterprise delivery roles
• Experience working in regulated or public-sector environments strongly preferred
• Proven success operating in complex, multi-stakeholder delivery models

Technical & Domain Expertise
• Strong understanding of cloud-native SaaS environments, including Kubernetes, IAM, DevOps, APIs, and distributed systems
• Ability to engage in architectural discussions and challenge assumptions constructively

Governance & Stakeholder Management
• Experience working with government bodies, system integrators, and multi-vendor ecosystems
• Familiarity with SLAs, escalation frameworks, steering committees, and EVB-IT–style contracts

Communication & Personal Attributes
• Executive-ready communicator able to adapt messaging for CIOs, engineers, and public-sector project managers
• Outstanding written and verbal communication skills
• Fluent in English and German
• Highly structured, diplomatic, emotionally intelligent, and service-oriented

Job Responsibilities

Service Ownership
• Own the full operational service lifecycle, including availability, KPIs, SLAs, and incident management
• Lead root cause analyses (RCAs) and drive corrective and preventative actions
• Ensure strong cross-functional alignment across engineering, security, operations, and leadership

Project Operations
• Maintain project health through structured tracking of milestones, risks, dependencies, and decisions
• Produce clear, decision-ready documentation for internal and external stakeholders
• Drive governance cadences, including steering committees and executive reviews

Customer SPOC (Single Point of Contact)
• Serve as the primary operational interface for complex enterprise and public-sector customers
• Manage expectations, escalations, and delivery transparency with confidence and diplomacy
• Coordinate communication across multi-vendor, integrator, and government environments

Operational Excellence
• Build, refine, and enforce repeatable operational processes to control complexity at scale
• Execute recurring operational tasks with discipline, accuracy, and follow-through
• Anticipate risks and issues proactively rather than reacting to them

Job Benefits
• Your Equipment: Mac or Microsoft – you work with the IT equipment of your choice.
• Your Pension: We contribute 20% to your company pension scheme (BAV) and also cover ongoing contracts.
• Your Discounts: Enjoy attractive employee discounts via Bitkom with numerous well-known providers.
• Your Extra: Shop with the Edenred gift card, with an average of €20 per month.
• Your Stock Options: After one year with us, you have the opportunity to participate in our stock option program.
• Your Flexibility: With your flexitime account, you can make up for longer days at any time.
• Your Birthday: Celebrate yourself with a special day off on your birthday.
• Your Engagement: Use a special vacation day to engage in social or environmental causes.