Service Delivery Leader Collaboration Services

Infrastructure & Onsite Services


Infrastructure & Onsite Services (IOS) 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.


Business Infrastructure Services


The mission of Business Infrastructure, part of Infrastructure & Onsite Services (IOS), is to Develop and Govern the Services within End User and Network/Core while ensuring their delivery and usage. By that, we contribute to Volvo Group competitiveness by delivering standardized and fit for purpose infrastructure services, maintaining a balance between time to market, cost and quality. As majority of this services are delivered by a partner, the mission is focused at governing and controlling this partner.


Workplace & Collaboration services


Workplace & Collaboration services is part of Business Infrastrcuture Services department from IOS and has the responsibility for two service domains
Workplace services for the laptops, desktops, workstations, printers and COTS applications used at Volvo Group
Collaboration tools like O365, Video Conference services
Telephony services, personal and functional telephony, call centers and attendant services



We are now looking for a Service Delivery Leader for Collaboration Services


In these roles you will be reporting to Director Workplace & Collaboration Services and work in close collaboration with mainly our outsourcing partner and Volvo Group Enterprise Security department. The services in the area are mainly O365 and Video Conferencing. The Service Delivery we now are looking for will have the following services/products in the scope:
Teams, Live Event and Event management
"Advanced How To" support process
UCC Consulting / coaching service
Planner, To-Do, Forms and other O365 tools such as Whiteboard
Stream for SharePoint
Power Automate and Power Apps basics

Role mission & context


The mission is to ensure that the service within the service area is delivered according to contracted supplier obligations. The focus is to deliver business benefits by managing deliveries of services, in close collaboration with Volvo stakeholders, with focus on CyberSecurity, and with our supplier(s).


The Service Delivery Leader monitors the actual services levels, controls that they are in line with targeted service levels, and manages corrective actions with the supplier. Also, the Service Delivery Leader oversees and participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc.
The Service Delivery Leader is commercially responsible for services delivered by the supplier, which includes both budgeting and follow-up, notably approving all service volumes invoiced by the supplier.


Key responsibilities
Define, drive and engage in stakeholder interaction model and communication
Coordinate supplier deliveries including overall interaction model between Volvo and supplier stakeholders
Define and enforce rules and ways of working with supplier regarding operational processes
Coach, guide and support in infrastructure related ways of working, lifecycle management, service catalog, infrastructure requests & order processes towards the Volvo Group
Be a subject matter expert for the UCC Services sub portfolio in interaction towards Volvo, suppliers and other stakeholders
Oversee management of service incidents & problems with the supplier, notably handling of related escalations
Service delivery governance and service improvements
Provide report and alerts regarding actual service levels. Follow up on SLAs and report quality
In case of service level breach, make sure the appropriate corrective action plan is developed and implemented
Drive continuous improvement of the services delivered by the supplier
Financial, contractual and commercial management of services
Forecast, budget and follow up on volumes and total costs and give input to Capacity Management
Drive volume and cost optimization
Participate in negotiations with supplier about new/modified services and related terms and conditions including pricing, penalty schemes, service quality indicators, with impact spanning the full partnership term
Required competencies and experience
Very strong competence and long experience from the end user services area, specifically for collaboration services
University/Master’s Degree or equivalent in relevant area
Service oriented and business mindset
Team player
Experience and technical knowledge of the services in the service areas
Strong ITIL processes experience
Complete proficiency in English
Good communication & presentation skills

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.


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


Union representatives:


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


For further information please contact


Henrik Wallin, Director Workplace & Collaboration Services, phone: +46 728 62 31 39
Maria Börjesson, HR Business Partner, phone +46 31 3221030
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Kindly note that due to GDPR, we will not accept applications via mail. Please use our career site.