Service Delivery Leader - End User Support Services
Volvo Business Services AB / Datajobb / Göteborg
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End User & Core Services
Service Delivery Leader - End User Support Services
Volvo Group IT
Volvo Group 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 (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.
End User & Core Services
The mission of End User & Core Services, 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.
We are now looking for a Service Delivery Leader for End User Support Services
In this role you will be reporting to the Director Support & Identity Services and work in close collaboration with our outsourcing partner and end user support teams within Group IT.
The services in the area are:
User Authorization Services, covering access management for internal and some external users, and telephony subscription management
Self-Service Support Services, including various self-service tools such as MySupport, the Hardware Request portal (in ServiceNow), and the Faros request portal
User Request Services, which include the end user equipment request, approval, fulfillment and delivery services
End user equipment asset and configuration management, including PC fleet refresh
In addition, this role requires that you drive the ongoing development of the Self-Service Support area, the automation of end user support related activities, and the use of the ServiceNow platform in supporting Volvo Group end users.
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 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 Support 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 in the area of end user support
Experience with relevant tools and technologies such as ServiceNow
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.
Location: Flexible
Travel required: Occasional
Application screening will start immediately, we look forward to receiving your application as soon as possible.
For further information please contact
Mark Vikner, Director Support & Identity Services, phone: +1 336 5436755
Maria Börjesson, HR Business Partner, phone +46 31 3221030
Target start date: 2021-01-01
Union representatives:
Akademikerna - Therese Koggdal, +46 470 387855
Unionen - Jonas Ljungdahl, +46 31 3224985
Ledarna - Peter Svensson, +46 739 022687
Publiceringsdatum2020-11-12Så ansöker duSista dag att ansöka är 2020-12-01
Klicka på denna länk för att göra din ansökanFöretagVolvo Business Services AB
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Volvo Business Services AB (org.nr 556029-5197)
405 08 GÖTEBORG
Arbetsplats Volvo Group
Jobbnummer 5442794
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