Principal Service Leader

Volvo Group•Greensboro, NC

1d•$96,000 - $118,500

About The Position

The Principal Service Leader for SRE Digital Production, Run & Build Services works within the Site Reliability Engineering unit of Digital Excellence and IT Operations & Quality. The role helps ensure that services deliver appropriate outcomes to the organization and are understood, used, and consumed effectively. The position operates globally and interfaces with Volvo’s infrastructure partners, application teams, business stakeholders, and strategic suppliers. It is part of a newly formed team, offering the opportunity to influence the role’s direction. The position reports to the Head of SRE Engineering & Production and works with other Service Leaders responsible for services provided by the Site Reliability Engineering unit.

Requirements

Strong understanding of SRE principles, reliability engineering, automation, and modern service operations.
Experience in application delivery and application operations within complex enterprise environments.
Strong knowledge of application landscapes and processes for Digital Engineering and Digital Production.
Knowledge and experience of ITIL and SIAM.
University/master's degree or equivalent in a relevant area.
Service-oriented mindset.
Leadership ability to balance governance and accountability.
Ability to drive modernization, transformation, and continuous improvement.
Solid understanding of SDLC governance and delivery practices.
Knowledge of agile development and practices.
Experience in governance and IT service management, including directing, planning, and monitoring outcome-based services.
Extensive supplier and stakeholder management skills.
Experience in functional management in a global context.
Experience steering projects and programs.
Excellent communication and presentation skills.
Excellent prioritization skills and ability to eliminate roadblocks.
Complete proficiency in English.

Responsibilities

Act as the primary interface between the assigned Delivery Domain, strategic partner, and business stakeholders.
Govern service performance through KPIs, reporting, dashboards, financial oversight, and operational reviews.
Lead the governance operating model, ensuring alignment, accountability, and effective decision-making across stakeholders and suppliers.
Manage operational and tactical governance for applications and services in scope, ensuring adherence to delivery models and governance frameworks.
Monitor service health, delivery performance, risks, and issues, and drive timely resolution and escalation when required.
Lead continuous improvement initiatives focused on stability, efficiency, quality, security, compliance, and operational excellence.
Coordinate application modernization, technical debt reduction, and decommissioning activities in line with strategic objectives.
Manage escalations and gather requirements and topics for service improvements.
Manage financial follow-ups within the scope, including approval and reporting for additional service effort beyond the service agreement.
Support application teams in achieving maturity in Group Priority “0” KPIs and initiatives across quality, security, and compliance.
Resolve trade-offs between stability, small enhancements, and capacity.
Escalate exceptions requiring governance or business decision-making.
Ensure adherence to the delivery model.
Provide operational follow-up and serve as an escalation point.
Manage request handling and prioritization.
Contribute to service development initiatives.