Director - Uptime & Service Excellence

Volvo Group; Brisbane; On-site; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Sonder wellbeing & safety partner

Education assistance

Service Awards

Income protection

Private health insurance

PC loans

Additional leave

Additional superannuation

Parental leave provisions

Job summary

Volvo Group Australia is seeking a Director - Uptime & Service Excellence to strengthen relationships across our dealer network and drive service performance. You will shape strategies, governance and partnerships to improve vehicle uptime, customer experience and commercial outcomes across Australia and export markets.

Reporting to the VP Service Market, you will lead cross-functional teams, influence without direct control and translate strategic priorities into measurable results, while

Qualifications

• Extensive senior leadership experience in automotive or service-network environments.
• Proven track record leading service, technical support, warranty, quality or aftersales functions.
• Strong commercial acumen with budget and cost management experience.
• Experience influencing outcomes through governance, relationships and performance frameworks.

Responsibilities

• Lead the Uptime & Service Excellence strategy across Australia and export markets.
• Drive performance across a distributed dealer and service network with governance, targets and accountability.
• Build trusted relationships with Dealer Principals and senior stakeholders.
• Act as strategic partner to dealerships to align priorities with business objectives.
• Transform service from reactive to proactive uptime models using data and digital tools.
• Oversee product services governance, quality and warranty processes.

Skills

Stakeholder management

Leadership

Commercial acumen

Strategic thinking

Data-driven decision making

Change management

Collaboration

Education

Business

Engineering

Economics

International Business

Tools

Governance frameworks

Data analytics

Job description

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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.

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

• 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.
• 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?

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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.

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead,we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.