Icomera is a leading global innovator in connectivity solutions within the transportation sector. We are at the forefront of transforming public transport, making it smarter, safer, greener, and more connected than ever before. At Icomera you work with products used by many users around the world, including passengers on some of the world's largest train and bus operators.

Are you a strong relationship builder with a passion for delivering technical excellence and customer success? Join us as Service Delivery Manager and make an impact on the future of connected mobility.

Job type: Full-time
Workplace conditions: Hybrid
Location: Frankfurt am Main

As a Service Delivery Manager (SDM) at Icomera, you will be the primary point of contact for our customers, ensuring exceptional service delivery across all phases of the customer lifecycle. This is a key customer-facing role that combines account ownership with operational delivery. You'll manage service performance, act as the escalation point for technical issues, and take responsibility for driving proactive improvements and cost efficiencies. Working closely with Account Managers, Engineering, and Project teams, you'll contribute directly to customer satisfaction, contract performance, and longterm business success.

Key responsibilities:

Serve as the main service contact for customers, maintaining strong and proactive relationships
Own and manage the full service lifecycle, from onboarding through to operational support
Ensure all service level agreements (SLAs) are defined, met, and reviewed regularly
Lead service transitions and manage the Support Mobilization Checklist for new accounts
Handle technical communication with customers via tickets, calls, and meetings
Drive problem resolution and coordinate with 1st–3rd line support to ensure customer success
Monitor and report on service performance, SLAs, KPIs, and customer satisfaction
Own the service budget and profit & loss (PnL) responsibility for assigned accounts
Manage RMAs, warranties, and related billing activities in SAP
Contribute to risk management, operational planning, and continuous improvement
Identify and propose upsell opportunities in collaboration with the Key Account Manager
Provide input on service documentation, troubleshooting instructions, and solution validation
Capture and share lessons learned and best practices across the team

Ensure that the team:

Secure technical solution and support to sales teams and conducts technical analysis of product configurations to determine customer specific pricing.
Prepare and conduct technical sales briefings for customer and company representatives.
Research customer technical specifications and estimating the costs, resources, time, and technical requirements of modifying, configuring, and installing the product or solution.
Evaluate sales proposals to ensure they are technically accurate and consistent with the organization's quality standards. — Spot opportunities for upselling based on technical demands.
Resolve/troubleshoot implementation problems and conduct initial user training.
Prepare designs and specifications, schedules, cost estimates, deployment, installation, testing and/or commissioning of solutions.
Secure knowledge sharing within operations.

Minimum 3 years of experience in a customer-facing role, ideally in a tech/IT company
Strong stakeholder and customer relationship management skills
Demonstrated experience managing SLAs, service contracts, or support operations
Excellent planning, prioritisation, and risk management abilities
Fluent in English and German (business and technical)
Experience working in cross-functional or international teams

Who You Are:

You are a confident communicator, structured in your way of working, and driven by delivering great service. You combine a strong customer focus with a deep understanding of operational processes. You're comfortable managing multiple priorities and take ownership of your work with pride. You enjoy solving problems, improving how things are done, and building trust with both customers and internal teams.

The opportunity to work with cutting-edge technology in a market leader where we design and build everything in-house—from hardware to software
Flexible hybrid work arrangements – based in our Frankfurt office, with the ability to work from home up to two days a week
A collaborative and social work culture – after works, team events, seasonal celebrations and more!

Icomera Germany GmbH

Jobs:

Service Delivery Manager (m/w/d)

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