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Service Delivery Manager

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

About the Role:

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, Operational Excellence and Project teams, you’ll 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 (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.

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!

More about the position:

We will be reviewing applicants ongoing. Icomera welcomes candidates from all backgrounds, and we value 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 on a daily basis. The IcoCrew now consist 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.

Icomera’s vision for green mobility within the public transport industry perfectly complements the wider mission of our parent company, Equans. As the global leader in multi-technical services with 74,000 employees working across 17 country hubs, Equans delivers customised solutions which connect, protect and energise territories, cities, buildings, industries and transport infrastructures, empowering their energy, industrial and digital transitions. Visit www.icomera.com for further information.