Head of Managed Services

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.

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.

Additionally, 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 Service Now 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 Service Now 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…