Principal, Global Service Strategy & Ops

If you bring consulting-grade problem solving, whether from a consulting firm or an in-house strategy team, and want to own real outcomes rather than recommend them, this role puts you in the room where operational strategy is decided across around 65 countries, combining daily senior leadership exposure with a front-row seat to transformation that sets you up for future leadership

Key Responsibilities:

• Governance & operating cadence: Design and run governance, including monthly and quarterly business reviews, leadership reviews and escalation paths. Track decisions, actions and handovers across global and local teams.
• Strategic planning & alignment: Work with senior leadership  to shape strategy and translate it into actionable roadmaps. Align priorities with Product, Finance and local markets.
• OKR management & performance tracking: Run the end-to-end OKR process, from setting and alignment to tracking and quarterly reviews. Establish baselines and the right measures so performance is comparable across markets.
• Performance management & insights: Build the fact base on volume, cost, quality and speed. Identify the largest savings and improvement opportunities, run root-cause analysis and track action plans to measurable impact.
• Strategic project delivery: Lead complex cross-functional initiatives from problem definition to implementation, managing milestones, dependencies, risks and adoption across global and local teams.
• Executive communications: Write the strategy papers, decision proposals and presentations for executive and Board-level forums.

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• 5+ years of professional experience (excluding internships) in consulting, strategy or operations roles, ideally including at least 2 years in a top-tier strategy or management consulting firm. Strong candidates from in-house strategy, transformation or Chief of Staff teams at fast-paced tech or operations-heavy companies will also be considered, as will operators with 5+ years leading service, contact-centre, BPO or vendor operations at multi-market scale, with clear strategy or transformation scope.
• Hands-on operations exposure, either in an in-house role (e.g., strategy & ops, business operations, chief of staff) or through implementation-heavy consulting work alongside operating teams.
• Proven track record of structuring ambiguous, high-level problems and turning them into clear roadmaps, governance and follow-through.
• Strong analytical skills, including building operational baselines, cost and business-case models, and validating savings.
• Experience mapping complex processes, clarifying organizational interfaces and establishing governance across multiple functions or markets.
• Executive presence and proven ability to influence senior leaders across culturally diverse, international teams.
• Excellent written communication: concise decision papers and presentations that make priorities, trade-offs and required actions clear.
• Fluent English; additional languages are a plus.

Nice to have:

• Experience in customer service, contact centre or BPO operations.
• Exposure to AI or automation programmes in an operational setting.
• Experience in tech, e-commerce or on-demand / delivery businesses.
• SQL, BigQuery or similar data-querying skills.

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our  hybrid working model  and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week
• We offer 27 days holiday with an extra day on 2nd and 3rd year of service
• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.
• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation & Gym.
• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank,  Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan
• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers and Food Vouchers.
• Wondering what relocating to Berlin is like? In this article, we’ve put together  10 things you should know about moving to Berlin   and how Delivery Hero can support you. You can also visit our  relocation hub  and check out more information about moving to Berlin.
• Ready to prepare for your interview? Check out the list of the  5 most common interview questions and answers  created in collaboration with our recruiters.

Heads up: exact benefits may look a little different for intern, working student, fixed-term, and part-time roles.

Ready to join our team?  If you’re excited to grow, collaborate and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today!

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at .

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.

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Quelle: Statistisches Bundesamt (Destatis), Tabelle; dl-de/by-2-0; eigene Berechnung

Auf Jobportal gelistet am 14. Nov. 2026

Auf Jobportal gelistet am 14. Nov. 2026