Service Delivery Leader

Volvo Group IT - Service Delivery Leader (Infrastructure & Onsite Services Application Services)


We are looking for an experienced Service Delivery Leader for the Application Operations & Runtime Services team.


Role mission & context
For this exciting role we are looking for an individual with experience in both Process and Supplier Management. Strong theoretical and practical ITIL knowledge as well as communication skills are expected.


The mission is to ensure that processes within the service area are delivered according to contracted obligations as well as to drive continuous improvement activities in close collaboration with our suppliers. The Service Delivery Leader oversees and participates in runtime process interactions and drives improvements and automation.


You will be reporting to the Director Application Operations & Runtime Services.


Key responsibilities
Define, drive and engage in stakeholder interaction and communication
Coordinate supplier deliveries including overall interaction model between Volvo and supplier stakeholders
Define and enforce rules and ways of working with suppliers regarding operational processes and drive improvements
Coach, guide and support in ways of working
Be a subject matter expert for process areas towards Volvo, suppliers and other stakeholders
Oversee delivery and handle escalations
Provide reports and alerts regarding actual service levels. Create and follow up on SLAs and report quality
In case of service level breaches, make sure appropriate corrective action plans are developed and implemented
Drive continuous improvement of the services delivered by the supplier
Participate in negotiations with suppliers about new/modified services and related terms and conditions including pricing, penalty schemes, service quality indicators, etc.



Required competencies and experience
At least 5-10 years experience in Process and Supplier Management, experience in SIAM is an advantage
Service oriented mindset with a strong drive
Team player
Strong experience and knowledge of ITIL and other frameworks, both theoretically and operationally
Complete proficiency in English
Good communication & presentation skills
Ability to work across cultures in a global work environment
Experience in ServiceNow and/or other ITSM tools



We can offer
You get an opportunity to work together with highly skilled colleagues in an exciting, global environment which provides opportunities to develop both professionally and personally. You will work in close collaboration with various stakeholders inside as well as outside the Volvo Group.


At Volvo Group we are actively working to establish teams that will take maximum advantage of the strengths inherent in differences in knowledge, experience, age, gender, nationality etc.


Volvo Group IT
Corporate Process & IT governs the overall Process and IT efficiency within the Group. The function drives the usage of common processes, common IT systems and IT infrastructures.


Infrastructure & Onsite Services
Infrastructure & Onsite Services is the unit in charge of all Volvo Group IT infrastructure and onsite services. As the majority of this services would be delivered by a partner, the mission will focus at governing and controlling this partner, as well as managing the remaining IT infrastructure delivery teams in Volvo.


Location: Flexible (Sweden, Poland, Belgium, France or India)
Travel required: Occasional


Application screening will start immediately, we look forward to receiving your application as soon as possible.


For further information please contact
Janne Walmu, Director Application Operations & Runtime Service, Service Management I&OS, phone: +46 739027412
Maria Börjesson, HR Business Partner for Application Services, phone +46 31 3221030


Union representatives
Akademikerna – Therese Koggdal, +46 470 387855
Unionen - Jonas Ljungdahl, +46 31 3224985
Ledarna – Peter Svensson, +46 739 022687