Senior Service Leader - Telephony Services
Göteborg, SE, 417 56 Skövde, SE, 541 87 Venissieux, FR, 69200
Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport 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.
Group Digital & IT has the ambition to enable value creation at scale for the Volvo Group. Digital solutions are becoming more and more key in the industries, where we are operating. The solutions and emerging technologies provided by Group Digital & IT, enable our customers and their customers to do more with less, better for others and best for the future. We have 3,600 employees located in more than 30 countries, present at all major Volvo Group locations, and we are working in a completely global organization.
Infrastructure & Onsite Services
Infrastructure & Onsite Services (IOS) is globally responsible for all Volvo Group D&IT infrastructure services. As most of these services are delivered by an IT partner, the mission is focused on Service Management, new service development, architecture and innovation, outsourcing partnership management, as well as managing the remaining IT infrastructure delivery teams in Volvo.
Business Infrastructure Services
The mission of Business Infrastructure Services, part of Infrastructure & Onsite Services (IOS), is to Develop and Govern the Services within Digital Workplace and Network/Core area, 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.
Digital Workplace Services
Digital Workplace Services is part of Business Infrastructure Services department in IOS and has the responsibility for below service areas:
- Workplace services for the laptops, desktops, workstations, printers, and COTS applications used at Volvo Group
- Support Services, like ServiceDesk and User Request Services
- Collaboration tools like O365 and Video Conference services
- Telephony services, personal and functional telephony, contact centers and attendant services
- Threat Protection services
Digital Workplace Services is now looking for a Service Leader Telephony Services
The mission is to ensure that the service is delivered according to contracted supplier obligations. Your main mission is to define Volvo strategic direction and create and maintain related roadmaps in the scope of the service area and steer developments projects and transformations accordingly.
As a Service Leader at Volvo, you monitor the actual services levels of your sub-portfolio, control that they are in line with targeted service levels and manage corrective actions with the supplier. Also, the Service Leader oversees and participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc. The Service 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.
You manage the strategy and planning for the services and therefore you are strongly connected to both Volvo stakeholders, the infrastructure partner, and other suppliers in the area. You will also work closely with other Volvo Group Digital & IT units.
Service Areas in scope for this role:
-
Advanced Telephony and Contact Center services (e.g. contact and call center solutions, hunt groups, live-attendant solutions)
-
Office Fixed Telephony (IP telephony solutions for personal or functional usage)
-
Industrial Telephony (as of today – DECT telephony, analogue telephony)
Key responsibilities
- Govern, maintain, develop, and implement Telephony services and capabilities as per above scope
- Drive continual service improvements related to the service area
- Define the strategic direction, long term plan and roadmap for the sub-portfolio based on business requirements and technical requirements
- Manage the lifecycle of the portfolio of services and devices in the service area. Define and manage the lifecycle of services catalogue, which defines what services shall be available for Volvo Group, including directly managed licenses.
- Define service area KPIs and metrics, and specify service level targets for the services in the service area
- Responsible for forecast, budget and follow-up on volumes and total costs. Drive volume and cost optimization and give input to Capacity Management
- Coordinate supplier deliveries including overall interaction model between Volvo and supplier stakeholders
- Be a subject matter expert for the area in interaction towards Volvo, suppliers, and other stakeholders
- Oversee management of service incidents & problems with the supplier, notably handling of related escalations
- 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
- Ensure compliance with the Security Requirements Catalog
Required experience and competencies
- Competence and proven experience in the Telephony Area (IP telephony, Contact Center services)
- Proven experience working with ITIL & SIAM context and service management mindset
- Knowledge in the Telephony services and utilities, including technical knowledge in the area
- Ability to get things done and executed as planned
- Ability to prepare, present and propose decisions at management level (Director, VP)
- Excellent communication & presentation skills
- Fluency in English for the international context
- Ability to comprehend contractual written English
- At ease in a multi-cultural environment
- Interest in and ability to quickly comprehend the existing and new capabilities in the Telephony area
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.
Application screening will start immediately, we look forward to receiving your application as soon as possible.
Important: Only applications in English and in the locations mentioned in the job offering will be considered.
---
We value your data privacy and therefore do not accept applications via mail.
Who we are and what we believe in
Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.
Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.
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.