Role Summary
The Service Area Manager – IT Services & Governance is a managerial leadership role fully accountable for leading, developing, and coordinating a team of Service Leaders. Each Service Leader is responsible for a specific IT service governance domain (service design, lifecycle management, performance, monitoring, observability, incident/problem/change governance, security, compliance, etc.).
In this role, the SAM acts as the primary business‑side manager overseeing the relationship with HCL, ensuring that HCL delivers according to contractual obligations, quality expectations, SIAM governance requirements, and operational excellence standards across all previously mentioned domains.
Mission
The Service Area Manager leads, coaches, and grows a team of Service Leaders, ensuring they operate as a cohesive governance unit. The SAM is the central point of managerial accountability toward HCL, driving their performance, alignment, compliance, and collaboration across all service domains.
The mission is to ensure that:
- Service Leaders are effectively managed, empowered, and aligned.
- HCL is consistently held accountable across the entire service portfolio.
- Governance routines (OBR, SBR, CAB oversight, service reviews, lifecycle governance, KPI/SLA monitoring) are executed consistently and professionally.
- Operational risks, escalations, and improvements are proactively driven with HCL.
- Services evolve in line with Volvo’s strategy, governance directives, and service integration requirements.
Key Responsibilities
- Leadership & Team Management
- Manage, lead, and develop a team of Service Leaders, ensuring clarity of responsibilities, consistent execution, and high performance across all domains.
- Provide direction, coaching, prioritization, and support to Service Leaders to ensure strong governance outcomes.
- Foster a collaborative, high‑trust, and high‑performance culture within the team.
- HCL Relationship & Performance Governance
- Serve as the primary business‑side manager for the HCL relationship, covering all operational and governance domains.
- Ensure HCL fulfills contractual, operational, and performance commitments across all processes and services.
- Drive escalation routines, performance reviews, SLA adherence, and continuous service improvement with HCL.
- Enforce SIAM standards, integration practices, and end‑to‑end governance expectations.
- Service Governance & Lifecycle Control
- Oversee the governance of all services in scope through the work of Service Leaders.
- Ensure that service design, lifecycle management, and service performance governance activities are executed consistently across all domains.
- Hold HCL accountable for delivering required artefacts, documentation, reports, KPIs, and improvements.
- Cross‑Functional & Multi‑Supplier Coordination
- Ensure smooth collaboration across BIS, AS, Architecture, Cybersecurity, and all Volvo governance forums.
- Coordinate the alignment of Service Leaders and HCL around enterprise standards, compliance, and security directives.
- Drive end‑to‑end service performance and governance across the full ecosystem of stakeholders.
- Continuous Improvement & Process Maturity
- Lead the continuous improvement culture across all Service Leaders and all HCL-delivered domains.
- Drive harmonization, automation, and process improvements through managerial oversight and supplier influence.
- Ensure insights from Service Leaders are synthesized into strategic governance initiatives.
