Director - Uptime & Service Excellence

What you will do

Primary Purpose

At Volvo Group Australia, we know that strong relationships are at the heart of a successful dealer network. We are looking for an experienced, commercially minded leader who understands the value of genuine partnerships and can bring people together to deliver exceptional service and customer outcomes. As our Director - Uptime & Service Excellence, you will play a pivotal role in strengthening relationships across our dealer networks throughout Australia and designated export markets.

Reporting to the Vice President Service Market and as a member of the Service Market Leadership Team, you will work closely with Dealer Principals, dealership leadership teams and internal stakeholders to build trust, strengthen collaboration and drive consistent service performance. Success in this role is not simply about understanding service operations. It is about your ability to influence, engage and bring our dealer network along on the journey, balancing commercial priorities with customer expectations and building partnerships that deliver sustainable results.

Key Responsibilities

Uptime Strategy & Network Performance

• Lead the development and execution of the Uptime & Service Excellence strategy, translating functional priorities into measurable outcomes that improve vehicle uptime, service responsiveness, product reliability and customer experience across Australia and export markets.
• Drive performance across a distributed dealer and service network ecosystem, influencing outcomes without direct operational control and ensuring alignment to uptime, quality and customer satisfaction objectives.
• Establish clear performance frameworks, targets and governance structures to monitor and improve uptime performance across the network. 

Dealer Relationships & Network Engagement

• Build and maintain strong, trusted relationships with Dealer Principals, dealership leadership teams and key stakeholders across the network.
• Act as a strategic partner to our dealerships, understanding their priorities, challenges and opportunities while identifying ways to strengthen performance.
• Establish open, constructive communication and foster a culture of collaboration, accountability and mutual respect.
• Influence and support dealerships to deliver shared business objectives, recognising the importance of partnership rather than direct operational control.
• Strengthen alignment between Volvo Group and our dealer network, ensuring dealership perspectives are understood and considered in strategic decisions

Product Support, Quality & Service Operations

• Lead the end-to-end Product Services ecosystem including technical support, product quality, warranty administration, vendor recovery, campaigns, safety recalls and technical goodwill.
• Ensure consistent application of global processes, standards and governance frameworks across all service support activities.
• Oversee Market Quality Report (MQR) processes and systemic issue resolution to improve product performance and customer outcomes. 

Proactive Service Transformation 

• Lead the transformation from reactive service support to a proactive uptime model, embedding capabilities such as pre-planning, uptime monitoring, data-led intervention and emerging service excellence tools.
• Leverage service, warranty and product data to identify trends, anticipate failures and enable earlier intervention to reduce downtime.
• Drive development and adoption of new uptime capabilities including the Uptime Centre and related digital/service enablers. 

Who are you?

You are an experienced leader who understands that sustainable business performance is built on strong relationships. You are comfortable working with senior stakeholders, navigating complex conversations and balancing competing priorities. You know how to build credibility, influence without authority and create genuine partnerships that deliver results. Importantly, you bring a collaborative leadership style, strong commercial judgement and the ability to connect strategic objectives with the realities of operating a dealership network.

Educational Qualifications

•    Tertiary qualifications in Business, Engineering, Economics, International Business or a related discipline (postgraduate qualification highly regarded), or equivalent extensive industry experience

Business Experience & Attributes

•    Extensive senior leadership experience in a complex automotive, heavy vehicle, industrial or service network environment, ideally within an OEM, dealer/distributor or aftermarket ecosystem.
•    Proven track record leading service, technical support, warranty, quality or aftersales functions, with accountability for uptime, customer experience and commercial performance outcomes.
•    Demonstrated success in improving performance across distributed dealer or partner networks, influencing outcomes through governance, relationships and performance frameworks rather than direct operational control.
•    Strong capability in leading service transformation from reactive support models to proactive, predictive or data-driven uptime approaches, including use of service data, analytics and emerging digital capabilities.
•    Strong commercial acumen with experience managing budgets and cost drivers including warranty, quality and service recovery, with accountability for financial outcomes.
•    Experience operating within global, matrixed and governed environments, with strong understanding of structured processes, standards and enterprise service systems.
•    Demonstrated ability to use data, insights and performance metrics to drive uptime, quality and customer experience improvements.
•    Proven leadership of teams through managers, with strong capability in building performance culture, capability development and cross-functional alignment.
•    Highly developed stakeholder influence capability, with experience engaging senior internal leaders, dealer principals and external partners in structured governance environments.

What’s in it for you?

We offer a solid package of compensation and benefits, plus:  

Work in a supportive team, where new ideas and change are embraced and encouraged.
Work with iconic brands and be part of a reputation that has been earned over a century.
Join an organisation that supports internal career growth through training, role changes, and global mobility options.
Benefits for applicable staff including access to Sonder (Wellbeing & Safety Partner) for employees and family members, education assistance, Service Awards, income protection, private health insurance, personal computer loans, option to purchase additional leave, additional superannuation and generous paid parental leave provisions. 
A strong commitment to safety and your health and wellbeing.
A commitment to equal opportunity and equal outcome.

Ready for the next move?

If you are curious to explore how we put our words into actions, follow us on LinkedIn and volvogroup.com