IT Service Delivery Owner

Job Description

IT Service Delivery Owner

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.

Do you enjoy solving complex technical challenges, improving service stability, and ensuring that recurring issues are fixed at the root cause rather than treated as symptoms? We are looking for an IT Service Delivery Owner who combines strong service management expertise with hands-on technical problem-solving and a passion for continuous improvement.

Job type: Full-time

Workplace conditions: Hybrid

Location: Gothenburg, Sweden

About the Role

You will become part of our Enterprise IT team and play a key role in ensuring stable, secure, and high-performing IT services across the organization.

In this role, you will ensure the offered IT services meets the user needs and support resolutions to complex incidents.

You monitor and continuously improve lead the end-to-end service delivery performance, contribute to Problem Management, ensuring that recurring and complex issues are thoroughly analyzed, resolved, and prevented from recurring.

You will also act as a technical escalation point for advanced issues, working closely with internal teams, external vendors, and business stakeholders to improve service quality, reduce operational risk, and strengthen overall IT resilience.

Key responsibilities

In this role, you will be responsible for ensuring stable, high-quality IT services across the organization. You will lead end-to-end service delivery and contribute to Problem Management process, root cause analysis, continuous improvement, and long-term service stability. Acting as technical escalation point, you will help resolve complex issues, reduce recurring incidents, and strengthen the overall resilience of Icomera's IT landscape.

More specifically, you will...

• Own and drive end-to-end IT service delivery performance across Enterprise IT services.

• Contribute to Problem Management activities, including root cause analysis, major incident reviews, and the implementation of permanent corrective actions.

• Act as the technical escalation point for complex incidents and investigations.

• Monitor service performance through KPIs, reporting, and trend analysis to proactively identify risks and improvement opportunities.

• Coordinate service delivery across internal teams, external vendors, and stakeholders, ensuring agreed service levels are met.

• Drive continuous improvements through increased automation, standardization, and operational excellence.

Requirements

We're looking for someone with experience in IT service delivery, technical operations, or service management, combined with a strong hands-on technical background across Enterprise IT infrastructure, platforms, applications, and integrations. You have proven experience performing advanced troubleshooting and root cause analysis, and are comfortable working in complex environments where stability, service quality, and continuous improvement are critical.

To succeed in this role, we also believe you have:

• Knowledge of ITIL 4 practices, particularly Incident, Problem, Service Request, and Asset Management.

• Experience working in complex, multi-vendor IT environments.

• Knowledge of cybersecurity principles, controls, and operational risks.

• The ability to balance technical problem-solving with business needs.

• Strong communication and stakeholder management skills.

• A university degree in IT or equivalent professional experience.

• Fluency in English, both written and spoken.

The following skills we see as meritorious:

• Experience working with service management platforms such as ServiceNow.

• Experience defining and monitoring service KPIs such as availability, MTTR, MTBF, and incident trends.

• Certifications within ITIL, cybersecurity, or cloud technologies.

• Experience working in international organizations with distributed teams and vendors.

• Knowledge of automation and operational improvement initiatives.

Who You Are

To thrive in this role, you are good at interacting with people in a support role. You are analytical, curious, and persistent when it comes to solving technical problems. You enjoy understanding how systems work together and are motivated by finding long-term solutions rather than quick fixes.

You have prior experience working in Enterprise IT service delivery or operational environments where stability, reliability, and customer focus are critical.

You are structured, data-driven, and proactive, with the ability to prioritize effectively and manage multiple stakeholders simultaneously. You are equally comfortable discussing technical details with engineers as you are communicating risks and recommendations to management.

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 covered by a collective bargaining agreement through TechSverige. Our local union representatives can answer questions related to the collective agreement and union matters 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 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.