Service Delivery Manager

Service Delivery Manager

Join Icomera as a Service Delivery Manager for a leading global innovator in connectivity solutions within the transportation sector. In this role, you will be the primary point of contact for our customers, ensuring exceptional service delivery across all phases of the customer lifecycle.

Job type: Full-time

Workplace: Hybrid

About the Role

As a Service Delivery Manager (SDM) at Icomera, you will manage service performance, act as an escalation point for technical issues, and drive proactive improvements and cost efficiencies. You will work closely with Account Managers, Engineering, Operational Excellence, and Project teams to contribute directly to customer satisfaction, contract performance, and long‑term 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 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

Requirements

• 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.

Our Offer

• 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!

Ready to be part of something exciting and make a real difference in the connected future of transport? We’d love to hear from you!

We will be reviewing applicants on an ongoing basis. Icomera welcomes candidates from all backgrounds and values a diverse and inclusive work environment.

About Icomera: Icomera is the world’s leading provider of integrated connectivity solutions for trains, trams, buses, and coaches, serving millions of passengers and tens of thousands of vehicles daily. The IcoCrew now consists of 300+ employees globally. Icomera is headquartered in Gothenburg, Sweden, with main offices in the United States, Canada, the United Kingdom, Germany, France, Ireland, and Italy. Visit for further information.

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