Service Delivery Manager (Sdm) – Frankfurt Germany

The world’s leading provider of wireless Internet connectivity for public transports – Icomera – is now in quest of a Service Delivery Manager to join their team and contribute to the ambition of delivering top-class connectivity products and solutions to millions of passengers and tens of thousands of vehicles.

As a Service Delivery Manager (SDM) at Icomera you are responsible for the service delivery management of the Icomera solutions that are sold into our customer’s services. As such this is a customer facing role providing the technical interface between the customer environment and the technical support and solutions teams within Icomera. Sometimes you’ll have to develop a small solution or provide a level of hands-on support, too. This gives you the opportunity to work closely with both customers and internal teams to create value for our customers. You will be a part of our EMEA region with frequent contact with colleagues across the region in countries such as Germany, Italy, France and also Sweden where the Icomera HQ is located.

What you will do:

• Be the main interface between customers and Icomera in order to help rectify any service reliability issues that occur
• Develop service delivery plans with based on Service Level Agreement (SLA) and Icomera’s internal best practices
• Monitor, Control and Report on adherence to contractual Key Performance Indicators (KPIs) and SLAs
• Plan and execute Change Control processes and work closely with supporting departments to test and execute the changes
• Act as a Problem Manager for issues that arise, weather they have been escalated due to poor performance, service support processes and/or non-delivery of service
• Create and maintain a service knowledge base to ensure efficient service delivery, with the support of the knowledge base for all involved parties
• Support with software testing of new firmware releases, new hardware, bug fixes etc. and manage the warranty repairs and spares for customer fleets
• On-site support for network testing and analysis and requirement gathering from customer
• Act as customer champion within Icomera and enforce that relevant processes are followed and properly documented for
• Other reasonable ad hoc tasks to support customer requirements

Who we are looking for:

As a person you should be driven and be able to form long term and trusting relationships both internally and externally.

You enjoy the customer dialogue and are ready to go the extra mile to understand and resolve the issues that arise while keeping the connection to the agreed Service Level Agreement (SLA). You have a good technical aptitude to help with describing faults to technical experts and non-technical stakeholders. You should also have strong customer service and account management skills since you will be in direct contact with our customers. You should also be a highly organized self-starter who can prioritize delivering high quality results according to demanding timelines. You make sure to support your colleagues when they need it, and in turn they will be there to support you. You should also be available to travel occasionally.

We hope you have:

• Bachelor’s degree within IT or Telecom or equivalent and relevant experience within the area
• A couple of years’ experience, knowledge, and methods from working in a support environment with customer interaction or in a customer facing role within a service provision function
• Fluent written and spoken in English and German. Other language-skills are meritorious but not necessary

More about the position and how to apply:

This is a full-time position based in Frankfurt at Junghofstr. 24. We will be reviewing applicants ongoing, and the position might be filled before the last application date. Icomera welcomes candidates from all backgrounds, and we value a diverse and inclusive work environment. For general questions about this position please contact HR Business Partner Shikar Karim at [email protected]

To apply, send your CV in English in PDF format to [email protected] and write “SDM Frankfurt” in the subject box. Cover letter is not necessary. Last day to apply is 2022-08-31.

Does this sound like an interesting challenge for you?

Apply today and join our team!

About Icomera:

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. www.icomera.com