Service Leader

3 - 8 years

0 Lacs

Posted:4 days ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Service Leader, your main responsibility will be to oversee and govern the performance of the supplier-led MTM NextGen L2 Support team. You will serve as the primary point of contact for the supplier, ensuring adherence to SLAs, driving continuous improvement initiatives, managing handovers from rollout projects, supporting strategic expansion, and fostering stakeholder collaboration. Key Responsibilities: - Act as the single point of contact for day-to-day operational interaction with the L2 support supplier. - Monitor, review, and ensure adherence to contractual SLAs and KPIs. - Conduct regular performance reviews and initiate corrective actions when needed. - Proactively identify and drive opportunities for process improvements in the L2 support model. - Track and govern continuous improvement initiatives submitted by the supplier. - Coordinate with MTM NextGen project and rollout teams to ensure seamless transition of new functionalities into L2 support. - Support planning and onboarding of additional applications into the L2 support scope. - Collaborate closely with Business stakeholders, PSKUs, L1 Service Desk, and other IT teams. - Represent L2 support in forums and incident/post-mortem reviews as needed. Qualifications Required: - Bachelor's degree in Information Technology, Computer Science, or related field. - 8+ years of IT service management, with at least 3 years in supplier governance or L2 support leadership roles. - Strong understanding of ITIL processes (certification preferred). - Experience in SAP and non-SAP application support environments. - Proven ability to manage suppliers, SLAs, and complex operational landscapes. - Exceptional stakeholder management and cross-functional collaboration skills. About the Company: The Volvo Group is committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. By joining the Group Digital & IT team, you will have the opportunity to work with cutting-edge technologies in a global team dedicated to leading the way in tomorrow's transport solutions. Passionate about teamwork and innovation, the Volvo Group values inclusiveness and empowerment among its almost 100,000 employees worldwide.,

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Volvo Group logo
Volvo Group

Automotive, Manufacturing

Gothenburg

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