Principal, Global Service Strategy & Ops

About the opportunity

This is a global role within the Service Operations global team. working alongside colleagues across Delivery Hero's international markets and reporting into the Strategy & Enablement pillar.

We are looking for a high-caliber Principal, Strategy & Ops to drive the strategic evolution and operational alignment of our newly established Global Service Operations organization.

In this role, you will be the primary owner of the Target Operating Model (TOM) and spearhead the next phase of implementation, establishing unified ways of working across Delivery Hero. You will own the strategic roadmap, design structured implementation phasings, facilitate leadership workshops, and lead cross-entity teams to achieve our target end-state.

This is a high-impact role requiring a mix of strategic vision, structured execution, executive presence and change leadership. If you thrive on bringing order to complexity, driving alignment across multi-brand environments, and embedding scalable ways of working across global teams, this role is for you.

Key Responsibilities:

• PMO & Strategic Governance: Design, establish and lead the transformation PMO for the global operating model, tracking strategic milestones, managing dependencies and mitigating risks.

• TOM Operationalization: Operationalize the target operating model while continuously refining process design. Map complex workflows, resolve bottlenecks, and define decision frameworks (RACI/RAPID) for transitional states and newly emerging operations.

• Global Standardization & Ways of Working: Harmonize and embed unified operational standards, execution frameworks, and common ways of working across all entities to drive cross-market efficiency.

• Executive Workshop Facilitation & Alignment: Design and lead strategic workshops and alignment sessions with senior global and entity leadership to resolve operational bottlenecks, iterate on operational gaps and secure executive consensus.

• Strategic Phasing & Implementation Roadmaps: Translate the target vision into phased execution roadmaps, establishing concrete rollout milestones, resource requirements, and critical path activities for entity adoption.

What you need to be successful

• 7+ years (excl. internships) of progressive experience in management consulting, strategy or project management roles within fast-paced tech or e-commerce environments

• Proven track record of leading complex, cross-functional projects, establishing program governance frameworks, and driving change management and tool/workflow adoption

• Exceptional critical-thinking skills, capable of taking broad directives and translating ambiguous, high-level business problems into strategic execution roadmaps.

• Advanced analytical skills with a high degree of comfort modeling out complex business and financial scenarios, leveraging both quantitative data and situational judgment to make recommendations and drive strategic decisions.

• Proven track record of working with and influencing senior leadership/C-level executives, with strong interpersonal skills to drive cross-functional alignment across culturally diverse global teams.

• Experience with SQL, BigQuery, or other data querying languages used to extract insights, scale operational tooling and evaluate performance metrics is considered a plus

Who we are

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We push hard, learn quickly and stay human along the way. It’s this wonderful mix of high performance and real community that makes Delivery Hero a place where ambition and belonging grow side by side. If you’re curious, collaborative and ready to dive deep into meaningful work, you’ll fit right in.

What's in it for you

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 [email protected].

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