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 includes end-to-end responsibility for how services are structured, developed, and governed. A key part of the role is to lead the transformation from a more operational and ticket-driven setup to a scalable, platform-oriented and automation-supported service model. You will define service offerings, SLAs, delivery models, and ways of working while aligning services with product direction and business needs. You will work closely with stakeholders across product, engineering, sales, and finance in a global organization. Key Responsibilities Develop and evolve managed services, operating models, and governance Drive service transformation, automation, and operational improvements Own and develop ITSM processes and ServiceNow-related workflows Lead and support team leads across service domains Ensure SLA adherence and service quality globally Coordinate suppliers, partners, and key stakeholders Support customer-facing activities and continuous service improvements Requirements You bring extensive experience from service management or managed services in technical environments, together with a strong track record of driving change and transformation. You are comfortable working across multiple functions and stakeholders and know how to create structure, alignment, and scalable ways of working in evolving organizations. You also have experience leading managers and developing teams, while balancing strategic direction with a pragmatic and hands-on approach. It is important that you have experience from 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 Experience leading change and transformation initiatives in technical environments Strong understanding of ITSM frameworks and service delivery practices Experience working with ServiceNow or similar platforms Experience working across product, engineering, and business functions Strong communication and stakeholder management skills Meritorious experience Automation, AIOps, or AI-related service development International and distributed organizations Multi-vendor or partner-based environments Connectivity, SaaS, telecom, or related industries Who You Are You are a structured and pragmatic leader who enjoys driving change in evolving environments. You combine strategic thinking with a hands-on approach and are comfortable collaborating across teams, functions, and stakeholders in an international setting. You create trust through clear communication, collaboration, and the ability to move initiatives forward. 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, and more. Practical Details We will review applications on an ongoing basis. 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 for our local union representatives, you may contact them at unionen@icomera.com or saco@icomera.com. 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 consists of 300+ employees globally. Icomera is headquartered in Gothenburg, Sweden, with 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 complements the wider mission of our parent company, Equans. As a global leader in multi-technical services, Equans delivers solutions that support energy, industrial, and digital transitions across transport, infrastructure, and cities. Visit www.icomera.com for further information.