Service Leader
Bangalore, IN, 562122
Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.
Job Purpose
We are looking for an experienced Service Leader to oversee and govern the performance of our supplier-led MTM NextGen L2 Support team. This role will serve as the primary Volvo point of contact for the supplier, ensuring adherence to SLAs, driving continuous improvement initiatives, managing handovers from rollout projects, supporting the strategic expansion of L2 support into non-SAP MTM NextGen areas and stakeholder collaboration.
Key Responsibilities
- Supplier Governance & SLA Management
- 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.
- Continuous Improvement & Optimization
- Proactively identify and drive opportunities for process improvements in the L2 support model.
- Track and govern continuous improvement initiatives submitted by the supplier.
- Ensure root cause analysis and preventive actions for recurring issues.
- Release Handover Planning
- Coordinate with MTM NextGen project and rollout teams to ensure seamless transition of new functionalities or assembly lines or factories into L2 support.
- Develop and maintain a structured handover checklist and process.
- Validate readiness of documentation, training, and knowledge transfer before go-live.
- Expansion to Non-SAP Applications
- Support planning and onboarding of additional applications into the L2 support scope.
- Collaborate with application owners and business stakeholders to define support requirements.
- Ensure a scalable support framework and consistent governance for new applications.
- Stakeholder Collaboration
- Collaborate closely with Business stakeholders, PSKUs, L1 Service Desk, and other IT teams.
- Facilitate effective communication and feedback loops between support teams and business units.
- Represent L2 support in forums and incident/post-mortem reviews as needed.
Qualifications & Experience
- 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.
Key Competencies
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Self-driven, with a structured and proactive working style.
- Ability to handle ambiguity and drive results in a global, matrix organization.
Last Application Date - 22nd Aug 2025
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Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.
Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.
Group Digital & IT is the hub for digital development within Volvo Group. Imagine yourself working with cutting-edge technologies in a global team, represented in more than 30 countries. We are dedicated to leading the way of tomorrow’s transport solutions, guided by a strong customer mindset and high level of curiosity, both as individuals and as a team. Here, you will thrive in your career in an environment where your voice is heard and your ideas matter.