Service Performance & Quality Manager

Lets introduce ourselves

At Volvo Cars we are making bold digital visions come true. We aim to be the leader in the automotive world by creating a digital ecosystem built around making our customers lives less complicated. What we all have in common at Volvo Cars is our passion for protecting lives our endless curiosity and our dedication to create a new future for the automotive industry. Our human centric focus is what separates us from all other car companies.

What youll do

As a Service Performance & Quality Manager you will be at the core of shaping how performance quality and accountability are embedded into the way we design operate and evolve our services. Youll work at the intersection of data strategy and service enablementempowering teams across the organization to drive measurable improvements. Youll be part of a foundation team that sets enterprise-wide standards and works closely with service owners reliability experts and visibility architects to ensure transparency resilience and quality are part of everyday operations. This is a role with broad impact deep influence and the opportunity to shape how we deliver value at scale.

Main responsibilities

• Define and evolve consistent frameworks for SLAs SLOs and SLIs across products services and vendors
• Guide teams in adopting meaningful performance metrics and quality indicators
• Produce structured dashboards and reports to support leadership decision-making
• Collaborate with product and service teams to ensure data-driven performance insights
• Govern the operations maturity model and facilitate improvement playbooks
• Lead tracking of service maturity DR readiness and cross-domain improvement initiatives
• Act as a trusted advisor on performance modeling accountability and improvement practices

What youll bring

• Have a relevant degree from a recognized university/institution.
• Have several years of experience working with service-level metrics (SLAs SLOs SLIs) in complex distributed environments
• Have solid understanding and working experience of ServiceNow as service management tool
• Are comfortable navigating across product platform and operational teams to influence outcomes
• Have a strategic mindset paired with the ability to execute through frameworks playbooks and collaboration
• Understand how to interpret observability data and translate it into actionable insights
• Enjoy enabling othersyoure more coach than controller and you lead through enablement not enforcement
• Are familiar with service management principles and practices (e.g. ITIL SRE or DevOps performance culture)
• Can simplify complexity structure insights and support continuous improvement in both in-house and outsourced contexts