Service Delivery Leader – Monitoring

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 majority of these services are 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.


Our mission is to develop and govern the Infrastructure Services of Volvo Group while ensuring their delivery and usage, with the ambition to contribute to Volvo Group competitiveness by delivering standardized and fit for purpose infrastructure services, maintaining a balance between time to market, cost and quality.


We are now looking for a Service Delivery Leader for Application/Service Monitoring.
In this role you will report to the Director Application Operations & Runtime Services (AORT).


Role mission & context


The Service Delivery Leader’s mission is twofold.
On one hand, the Service Delivery Leader drives and leads the Application and Infrastructure Monitoring area within Volvo to ensure delivery of both infrastructure and application availability and performance services, both for on-prem and cloud-based solutions. The service scope covers all areas within Service Management.
On the other hand, the Service Delivery leader drives the runtime parts of the key processes around monitoring such as Event management, Availability management and is involved in the other runtime processes that heavily interact with these.
Additionally, as Group IT is using HCL as its primary provider of services and products, there is a need is to secure strong ownership of Governance, Strategy and Runtime follow up of the monitoring solutions.
The focus is on delivering business benefits by managing deliveries of services, in close collaboration with Volvo stakeholders and with our supplier(s).

Key responsibilities:
Define, drive and engage in stakeholder interactions and communication.
Coordinate supplier deliveries including overall interaction model between Volvo (mainly Solution Units) and supplier stakeholders.
Define and enforce rules and ways of working with supplier regarding operational processes.
Monitor services levels, control that they are in line with targets and manage corrective actions with the supplier(s).
Oversee and participate in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc.
Be commercially responsible for services delivered by the supplier, which includes both budgeting and follow-up, and approving service volumes invoiced by the supplier.
Coach, guide and support the Volvo Groups Solution Units in the monitoring strategy, solutions & products.
Be a subject matter expert for the Monitoring capabilities towards Volvo, suppliers and other stakeholders.
Define ways to improve the area, how and what to measure to support our stakeholders.
Take part in modernizing monitoring solutions with taking the next step into cloud enabled services.
Service delivery governance and service improvements
Support our stakeholders in their need to establish better control of service monitoring,
Drive continuous improvement of the services delivered by the supplier.
Drive pre-studies, Proof of concept and service design/delivery of new services & products.
Financial, contractual and commercial management of services
Forecast, budget and follow up on volumes and total costs for monitoring services.
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:
University/Master’s Degree or equivalent in relevant area
Service oriented and business mindset
Team player
Experience and technical knowledge of the application and service monitoring area
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.

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 IOS Application Services, phone +46 73 9021030