Incident Manager

Do you want to be part of a global organisation leading the development of the
Volvo Group’s connected services and solutions? For us “connected for efficiency, sustainability and safety” is much more than a tag-line. If this sounds interesting to you, keep on reading!


At Volvo Group Connected Solutions we work at the forefront of connectivity with data from over
1 000 000 Volvo Group customer assets. Together with customers, partners and the Volvo Group we create real value, not only for our customers but also for society at large.


This is us, your new colleagues
Consumer Services at Volvo Group Connected Solutions is responsible for the end user services, from idea to development and operation. Together with our partners and customers we create value through fantastic user experience and business enhancing services and products.


The purpose of Incident Management is to secure that normal service operation is restored as quickly as possible and to minimize the adverse impact on business operations. The responsibility of the Incident Manager is to ensure that the incident management process is being managed, that the supporting structures are in place, that incidents are handled efficiently and that the organization is aware of and follow set process and way of working. The Incident Manager also takes an active role in management of severe incidents.


We need to strengthen our team of ITIL process managers and the operational management of severe incidents. If you want to contribute in a dynamic delivery organization working in a role with multiple interfaces, impacting our customers’ perception of our services, then this is the role for you!


The role
The responsibilities of the Incident Manager are to:
Drive the efficiency and effectiveness of the Incident Management process across all teams
Review and audit the Incident Management process
Drive, develop, manage and maintain the incident management way of working.
Drive, develop, manage and maintain the major incident way of working.
Follow up and secure that cases are given proper attention by the teams.
Initiate the Problem process for problems identified by Incident Management.
Secure management information, including KPIs and reports
Act as key user for ServiceNow
Plan and perform training
Act as back-up for other process managers
Support continued rollout of ServiceNow rollout of additional capabilities

You will also act as Critical Incident manager and in this role:
Lead the Critical Incident Management team
Secure adequate communication to all stakeholders
Ensure adequate documentation of activities performed during the incident
Ensure that incident reports are compiled and shared after closure of incident
At times participate in stakeholder meetings to share information about incidents
Contribute and participate in root cause analysis activities



Your profile
We are looking for a person with good knowledge and hands-on experience from IT applications and/or infrastructure.
You have experience in ITIL processes.
You have shown a winning attitude and great persona in combination with a strong track record.
You are customer-focused, self-driven, committed and strive for quality in everything that you do.
You easily interact with other people, enable collaboration, and drive improvements in delivery as well as way of working.
You have a Master’s degree or equivalent as the basis for your career.
You are fluent in English. Fluency in Swedish is a merit.
You have a Swedish work permit.



What can we offer you?
You will be part of a team that creates great results through awesome people, strong relationships and a high-performance culture. We want to set a new standard for user experience, speed to market and customer value. We will do this through modern leadership, people in focus and a true passion to really make a difference. We who work in this team have a lot of fun, are great collaborators and we all consider ourselves as leaders of our work and owners of our results.


Our main hub and headquarter is in Lindholmen Science Park in Gothenburg, a vibrant area that lives and breathes new technology like IoT, autonomous driving, electro mobility and digitalization.


Welcome to the heart of connectivity at Volvo Group Connected Solutions!


Applications and recruitment activities will be handled continuously during the application period.


Want to know more? Contact us!


Please contact Manager Ulrika Allén, Director Support & Service Monitoring, +46 739025641