Service Leader

AB Volvo; Bengaluru; On-site; INR 12,00,000 - 15,00,000; Full time

Job summary

A leading technology company in Bengaluru seeks an experienced Service Leader to oversee the performance of their MTM NextGen L2 Support team. Responsibilities include managing supplier relationships, ensuring adherence to SLAs, and driving continuous improvement initiatives. The ideal candidate will have a bachelor’s degree in IT and over 8 years of experience in IT service management, with strong skills in stakeholder management and analytics.

Qualifications

• 8+ years of IT service management experience.
• 3+ years in supplier governance or L2 support leadership.
• Strong understanding of ITIL processes.

Responsibilities

• Act as the single point of contact for day-to-day operations.
• Monitor SLAs and KPIs adherence.
• Identify process improvements in the L2 support model.

Skills

IT service management

Supplier management

Stakeholder management

Analytical skills

Communication skills

Education

Bachelor’s degree in Information Technology

Tools

SAP

ITIL

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.

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

• 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.
• 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.
• 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.

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.