Service Delivery Manager

3 mesi fa

Roma, Italia Icomera A tempo pieno

**Are you a dynamic professional with a passion for customer service and a knack for ensuring smooth service delivery? Do you enjoy working with people and being the contact for customers both internally and externally? Join our team and be part of an organisation committed to delivering exceptional services and fostering lasting customer relationships.**

**About the Job**

In this role, you will be responsible for managing customer relationships, collaborating with internal sales and project management teams, and ensuring that our services are delivered flawlessly, meeting and exceeding customer expectations.
- Full-time
- Position based in Rome, Italy

**Your main responsibilities are to**:

- Identify customer needs and overseeing service delivery within the business context.
- Ensure the team’s processes and tasks are carried out efficiently.
- The SDM is also responsible for the finance and budget of the service of the customers, as well as to identify ways to reduce internal cost without impacting service level.
- Be responsible for definition of Service Level Agreements (SLAs)
- Work proactively, alongside the KAM and Engineering teams, to identify and propose upsell suggestions, based on your understanding of the customer and their end users. You will also be an important part in the technical solution, in the solution testing, in the risk management, design and test of a changed solution, defining the trouble-shooting instructions, and in the documentation of the complete solution.
- Stay on top of the account management plan, the design of the solution, the asset register, the validation of service baseline, what parameters we monitor in a standard solution, about tickets and who handles them and what incidents that has happened for the customer.
- Responsible for collecting information for bug fixes and consulting with 1st, 2nd line with customer feedback.
- Accountable for ensuring proactive monitoring of key customers’ fleets inside Network Operation Centre
- Managing/Interface to customer and escalations to the 3rd line team for unresolvable issues and championing bug fixes for the customers / Informs line management.
- Responsible for the PnL of the customer
- Requirement gathering for any new customer integration projects

**Who You Are**:
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.

**Experience and qualifications**
- A bachelor’s degree in computer science or Eng. Telecommunication
- Customer management skills (ideally 3+ years, preferably in a IT or Telecommunication company
- Fluent in Business and technical English
- Good network skills, technical troubleshooting, and ability to use business support software.
- Excellent leadership and customer service skills
- Strong teamwork skills and attention to detail
- Working in cross-functional/regional groups and senior level stakeholder management
- Planning and Prioritising skills

**We offer**
- an excellent team-focused environment
- an opportunity to be a part of a truly innovative and fast-growing company.
- a chance to make your mark on the future technology for public transport.
- an extremely flexible, fun, and varied schedule
- 25 days annual holiday per calendar year - increasing one day per year following completion of 2 years employment, then 1 additional day per year until a maximum of 30 days.
- Company benefits such as pensions, gym contributions, Specsavers vouchers and more
- Last but not least, at Icomera, you will get a chance to work on products that are visible by many users worldwide, including passengers for some of the largest train and bus companies in Europe and North America

The position is based in the Rome office and is a full-time employment.

**_ _**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 wit

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