Service Delivery Manager in London

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.

As a Service Delivery Manager (SDM), you will be the primary service contact for your customers and will own the end‑to‑end delivery of contracted services in line with agreed Service Level Agreements (SLAs). This highly customer‑facing role combines operational leadership, commercial accountability, and proactive service improvement. You will drive service performance, manage escalations, and ensure services are delivered efficiently within budget. Working closely with Key Account Managers, Engineering, NOC, Incident Management, and Support teams, you will ensure customer satisfaction while protecting service quality, cost efficiency, and contractual compliance. The role includes full financial accountability for customer SLAs, as well as responsibility for RMAs, warranties, and service reporting.

Key responsibilities:

• Act as the main service contact for assigned customers, building and maintaining strong, positive relationships.
• Own service delivery against contractual SLAs, ensuring performance targets and customer expectations are continually met.
• Work with your customers as an expert partner to identify and deliver new opportunities for service innovation and performance improvement.
• Develop, maintain, and execute Service Management Plans for customer accounts.
• Lead service transitions for new customers, including creation and completion of the Support Mobilisation Checklist (SMC).
• Own all service‑related communications with customers, including tickets, conference calls, service reviews, and face‑to‑face meetings or presentations.
• Produce weekly and monthly service performance reports for internal stakeholders and customers.

Incident, Escalation & Operational Management:

• Manage customer escalations and act as the main interface between customers and internal technical teams.
• Support the Incident Manager during major incidents (office hours).
• Ensure proactive monitoring of customer fleets via the NOC and oversee follow‑up actions.
• Define, document, and maintain troubleshooting instructions and service documentation.
• Capture, register, and share lessons learned to continuously improve service delivery.

Change, Transition & Technical Coordination:

• Own and manage Requests for Change (RFCs), from submission through approval and implementation.
• Ensure customer fleets are correctly onboarded into Icomera systems and documented.
• Support requirement gathering for new customer integrations and service improvements.
• Work closely with Engineering and Support teams during solution design, testing, and changes impacting live services.

Commercial, Financial & Contractual Ownership:

• Hold responsibility for the P&L of assigned customer SLAs, ensuring services are delivered within budget.
• Identify opportunities to improve efficiencies and reduce costs without compromising customer satisfaction.
• Manage RMAs in SAP, including escalations and delegation during absences.
• Handle warranties and out‑of‑warranty cases, ensuring correct billing in line with contracts.
• Collaborate with Key Account Managers on service renewals, contract changes, and upsell opportunities.

Authorization:

• Make service delivery decisions within agreed budgets and process frameworks.
• Own and manage SLA definitions and service performance targets.
• Hold financial responsibility for the customer Service Level Agreement P&L.
• Approve and manage RMAs, with the ability to delegate when required.

Qualifications and experiences:

• Proven experience in a Service Delivery, Customer Success, or Account‑focused role (ideally 3+ years).
• Strong customer management and stakeholder engagement skills.
• Experience working in a technology, IT, or service‑based environment, ideally employing ITIL-based service frameworks.
• Demonstrated understanding of SLAs, service operations, and incident management.
• Financial awareness, including budget ownership and cost control.
• Experience working cross‑functionally with technical and commercial teams.
• Strong planning, prioritisation, and organisational skills.
• Fluent in business and technical English.

Who You are:

You are a customer‑focused and commercially aware professional who thrives in a fast‑paced, service‑oriented environment. You are confident engaging with customers, comfortable managing complexity, and proactive in identifying improvements and solutions. You combine strong organisational skills with a collaborative mindset and are motivated by delivering high‑quality service outcomes.

Our Offer:

• A competitive salary package.
• Holiday entitlement: 25 days of annual leave plus bank holidays, increasing by up to 5 additional days with length of service (up to 30 days total).
• A collaborative, team‑focused culture with modern facilities and a flexible, engaging work environment.
• Wellbeing and development support, including private healthcare after one year of service, an Employee Assistance Programme, and a wide range of lifestyle and wellness benefits through the Perkbox platform.
• A comprehensive benefits package, including a contributory pension scheme, gym membership support, eye care vouchers, and enhanced parental leave.

Icomera welcomes candidates from all backgrounds, and we value a diverse and inclusive work environment. Ready to be part of something exciting and make a real impact in shaping the connected future of transport? We’d love to hear from you!