Head of Managed Services
At Icomera, we build technology that keeps people connected while they’re on the move. Every day, our solutions deliver fast, reliable internet and digital services on trains, trams, buses, and coaches - supporting millions of passengers across the world.
This is a high-impact leadership role where you will take ownership of the continued development of Icomera’s managed services. You will define the service strategy, operating model, and roadmap, and lead the transition towards a more structured, platform-based and automated service setup. The role involves close collaboration with product, engineering, and commercial functions, with responsibility for aligning services across a global organization.
At Icomera, managed services cover the end-to-end delivery and continuous improvement of our connectivity and digital services, including service design, operations, and customer-facing performance.
Job type: Full-time
Workplace conditions: Hybrid
Location: Gothenburg, Sweden
About the Role
You will lead and develop Icomera’s managed services in an international and technically complex environment. The role carries end-to-end responsibility for how managed services are structured, developed, and governed.
You will operate across strategy, leadership, and execution. A central part of the role is to transition the service setup from a more operational, ticket-driven model to a more structured and scalable approach, supported by platform thinking, automation, and evolving AI capabilities.
You will be responsible for defining the service portfolio, including service offerings, SLAs, and delivery models, and ensuring alignment between service capabilities, product direction, and business needs.
The role involves working closely with stakeholders across product, engineering, sales, and finance, as well as coordinating across an international organization with multiple teams and external partners.
Key responsibilities
In this role, you will be responsible for the continued development of managed services, ensuring that the service setup is structured, scalable, and aligned with business needs. You will define how services are designed and delivered, while maintaining stability in ongoing operations.
You will lead the transition towards a more platform-based and automation-supported setup, including the development of service models, processes, and tooling. A key part of the role is to establish clear ways of working and ensure consistency across teams and locations.
You will also create alignment across stakeholders, ensuring that service delivery, development, and expectations are clearly defined and understood across the organization.
In addition, you will:
- Own and develop ITSM practices, processes, and governance across the organization
- Drive initiatives related to service performance, efficiency, and continuous improvement
- Take ownership of ServiceNow as a platform for workflows and service enablement
- Lead and support team leads across multiple service domains
- Ensure SLA adherence and overall service quality globally
- Manage coordination with external suppliers and partners
- Act as a senior point of contact towards internal stakeholders and customers
- Contribute to customer-facing activities such as service reviews and structured follow-ups
Requirements
You bring extensive experience from service management or managed services in a technical environment. You are comfortable operating in complex setups where multiple functions and stakeholders need to stay aligned, and where structured approaches are essential.
You also have experience leading and developing managers, with a track record of building strong management teams and creating the conditions for others to succeed.
You have experience of shaping and evolving service organizations, including how processes, governance, and delivery models fit together. You are used to working close to both technology and business, and you take a practical approach to turning direction into tangible outcomes.
You have a strong track record of leading change and transformation initiatives, with the ability to drive adoption of new ways of working across teams and stakeholders. You are comfortable navigating complexity and bringing structure, clarity, and direction in evolving environments.
Given the focus of the role, it is important that you have worked in environments where services are closely connected to software, platforms, or digital products.
More specifically, you have:
- 10+ years of experience in service management, IT operations, or managed services
- Strong experience leading and driving change and transformation initiatives in technical environments, including implementation of new operating models or ways of working
- A solid understanding of structured service management frameworks and practices
- Experience working with ServiceNow or similar platforms in a service context
- A background in software-oriented or service-driven environments
- Experience working across functions such as product, engineering, and business
- A structured approach to execution, with the ability to move initiatives forward step by step
- Strong communication skills and experience engaging different stakeholder groups
The following skills we see as meritorious:
- Experience working with automation, AIOps, or AI-related developments
- Experience from international and distributed organizations
- Exposure to multi-vendor environments or partner-based delivery models
- Background from connectivity, SaaS, telecom, or similar industries
Who You Are
You are experienced in leading change across teams and stakeholders, and are able to build alignment and drive adoption of new structures, processes, and ways of working.
You are comfortable working in environments where direction and structure are developed over time, and you actively contribute to shaping and driving that change.
You combine a long-term perspective with a practical approach and are able to lead and drive change, moving work forward even when conditions are not fully defined.
You take ownership of your area and work in a structured and methodical way, while maintaining the ability to collaborate across teams and functions. You communicate clearly and adapt your approach depending on the audience.
You are pragmatic in your decision-making, steady in your approach, and comfortable operating in an international context where English is the working language.
Our Offer
- Health is important – we offer a comprehensive health promotion package to our employees
- Flexible work arrangements – work from home for up to two days a week
- Electrical bike lease agreement via net salary deduction
- ITP Pension and collective bargaining agreement
- A social work environment – board game nights, after works, seasonal parties… The list goes on!
Practical details:
We will be reviewing applicants ongoing. Icomera welcomes candidates from all backgrounds, and we value a diverse and inclusive work environment.
We conduct reference checks and background checks as a standard procedure for all final candidates across all recruitment processes.
Icomera is an employer with a collective agreement with TechSverige. If you have questions to our local union representatives, you may contact them at [email protected] or [email protected].
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.
