Principal Service Leader

Volvo Group•Greensboro, NC

1d•$96,000 - $118,500

About The Position

The Principal Service Leader works in the Site Reliability Engineering (SRE) unit within Digital Excellence and IT Operations & Quality at Volvo Group Digital Technology & Operations. The role leads SRE Digital Production, Run & Build Services, ensuring that managed services deliver the right outcomes and are understood, used, and consumed appropriately. It operates globally and interfaces with infrastructure partners, application teams, business stakeholders, and strategic suppliers. The position is part of a newly formed team, offering the opportunity to influence the role’s direction. The Service Leader is the primary interface among the assigned Delivery Domain, strategic partner, and business stakeholders. The role governs service performance and operating models, oversees operational and tactical governance for applications and services, monitors service health and delivery, and drives resolution of risks and issues. It also leads continuous improvement, modernization, technical debt reduction, and decommissioning efforts; manages escalations, service requests, prioritization, and financial follow-ups; and supports application teams in meeting Group Priority 0 quality, security, and compliance objectives. The position reports to the Head of SRE Engineering & Production. Volvo Group DTO is a digital product-oriented organization with agile, cross-functional teams that own products from idea through delivery. The company describes its culture as people-first and grounded in trust, passion, customer success, change, and performance.

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 that balances 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 using KPIs, reporting, dashboards, financial oversight, and operational reviews.
Lead the governance operating model to support alignment, accountability, and effective decision-making across stakeholders and suppliers.
Manage operational and tactical governance for in-scope applications and services, ensuring adherence to delivery models and governance frameworks.
Monitor service health, delivery performance, risks, and issues, and drive timely resolution and escalation.
Lead continuous improvement initiatives focused on stability, efficiency, quality, security, compliance, and operational excellence.
Coordinate application modernization, technical debt reduction, and decommissioning in line with strategic objectives.
Manage escalations and gather requirements and topics for service improvements.
Manage financial follow-ups within the area of scope, including approval and reporting for additional service effort beyond service agreements.
Support application teams in achieving maturity in Group Priority 0 KPIs and initiatives across quality, security, and compliance.
Resolve trade-offs among 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 requests and prioritization.
Contribute to service development initiatives.