Service Delivery Leader – Identity and Access Management (IAM)

Join us on our transformation journey to the digital future!

At Volvo Group Digital & IT, we have a clear ambition to enable value creation at scale for the Volvo Group. With a new product centric operating model and digital technologies, we will produce digital offerings that are profitable, scalable, and differentiated. With Volvo Group Digital & IT, you will be part of a global and diverse team of highly skilled professionals, who learn continuously and embrace change to stay ahead. We have a very important role to play in reaching the Volvo Group ambitions for 2030. Do you want to be part of our transformation journey towards becoming the digital capability of the Group? The time is now.

Who you will work with - Business Infrastructure Services
The mission of Business Infrastructure Services, part of Infrastructure & Onsite Services (IOS), is to Develop and Govern the Services within the End User Services and Network/Core areas while ensuring their delivery and effective usage throughout the entire Volvo Group. As the majority of the services are delivered by partners, the mission will focus on governing and controlling this partner, as well as managing the remaining IT infrastructure delivery teams in Volvo. Our team is diverse, multilingual, and future oriented!


We are now looking for a Service Delivery Leader in the Identity and Access Management (IAM) area. In this role you will be a key part of a highly-skilled and experienced team responsible for IAM services at Volvo Group, and will be functionally responsible for services and deliveries in our corporate IAM service portfolio.


You will be reporting to the Director of Support & Identity Services and work in close collaboration with our outsourcing partner and internal delivery teams within Group Digital & IT.

The services in the IAM area are:
Active Directory (OnPrem and Azure)
Identity Governance and Administration
Web Security and Federation Services
Access Management Services
Identity Provisioning Services
Certificate Center

Role mission & context


Volvo Group IT has a strategic goal to strengthen the Identity and Access Management area, with focus on providing more modern solutions to our users and Application Development teams, increasing IT security, and standardizing on common, off-the-shelf platforms.


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


The Service Delivery Leader monitors the actual service levels, controls that they are in line with targeted service levels and manages corrective actions with suppliers. 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.


You will work within the Support & Identity Portfolio together with other Service Delivery Leaders, the Service Area Leaders for IAM and IT Architects. You will also work closely our main partner’s Identity and Access Management teams as well as other Group Digital & IT functions such as Application Development teams, Process & IT departments, and Centers of Excellence.


Key responsibilities
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 IAM 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
Be accountable for 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
Participate appropriately in governance processes, and take responsibility for forums and ways of working for the service area
Secure compliance of IAM services with corporate standards and directives

General skills required
Strong interpersonal skills and the ability to build strong relationships with internal stakeholders, executives, and teams in a multicultural and global environment.
Strong English written and oral communication skills, and the ability to effectively communicate with technical and non-technical audiences
Ability to quickly comprehend the functions and capabilities of new technologies
Ability to meet the agreed targets, deadlines and goals without direct, day-to-day supervision
Ability to work in an international team with colleagues that have diverse cultural backgrounds
Very strong competence and long experience from the end user services and cybersecurity areas, specifically within Identity and Access Management
Experience in managing relationship and negotiations with IT supplier(s)
Strong ITIL processes experience

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 be a key player in the Volvo IOS organization. You will work in close collaboration with various stakeholders inside as well as outside the Volvo Group.