At a Glance
- Tasks: Lead service delivery and build strong relationships with customers in the transport sector.
- Company: Join Icomera, a global innovator in connectivity solutions for public transport.
- Benefits: Enjoy a hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with full accountability and excellent career advancement opportunities.
- Why this job: Make a real impact on smarter, safer, and greener public transport solutions.
- Qualifications: Strong communication skills and experience in service management or customer relations.
The predicted salary is between 45000 - 55000 € per year.
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.
Service Delivery Manager employer: Equans France
Icomera is an exceptional employer that champions innovation and collaboration in the transportation sector, offering a hybrid working model that promotes work-life balance. Located in Chatham, Kent, our vibrant office culture fosters professional growth through continuous learning opportunities and a commitment to employee development. Join us to be part of a forward-thinking team dedicated to transforming public transport while enjoying the benefits of a supportive and dynamic work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more people you know, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Prepare for interviews by researching Icomera and understanding their services. Be ready to discuss how your experience aligns with their goals in transforming public transport. Show them you’re not just another candidate!
✨Tip Number 3
Practice your communication skills! As an SDM, you'll need to build strong relationships with customers. Role-play common scenarios with friends or family to boost your confidence and refine your approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in managing customer relationships and delivering services in line with SLAs. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for Icomera. Share specific examples of how you've driven service performance and improved customer satisfaction in previous roles.
Showcase Your Communication Skills:As a Service Delivery Manager, communication is key. In your application, demonstrate your ability to communicate effectively with customers and internal teams. We love seeing candidates who can articulate their thoughts clearly and confidently!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you'll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Equans France
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Icomera's services and how they impact the transportation sector. Familiarise yourself with their products and recent innovations. This will not only show your interest but also help you discuss how you can contribute as a Service Delivery Manager.
✨Showcase Your Customer Skills
As a Service Delivery Manager, you'll be the main point of contact for customers. Prepare examples from your past experiences where you've successfully built relationships and resolved issues. Highlight your ability to manage escalations and ensure customer satisfaction, as this is crucial for the role.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and operational leadership. Think about situations where you had to drive service performance or manage a crisis. Practising these scenarios will help you articulate your thought process and decision-making skills during the interview.
✨Prepare Your Questions
Interviews are a two-way street! Prepare insightful questions about the company's culture, team dynamics, and future projects. This shows your enthusiasm for the role and helps you gauge if Icomera is the right fit for you. Plus, it demonstrates your proactive approach to service delivery.
