Service Performance & Quality Manager (Bengaluru, KA, IN, 562122) bei Volvo Car USA | Luxury SUVs and Wagons | Official Volvo Website

Let's 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.

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. You’ll work at the intersection of data, strategy, and service enablement—empowering teams across the organization to drive measurable improvements. You’ll 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

What you'll do

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 you'll bring

We believe you're a great fit if you:

Have experience working with service-level metrics (SLAs, SLOs, SLIs) in complex, distributed environments
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 others—you're 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

Who you are and what you believe in

Embraces We Culture
You are customer focused and have a solution-oriented mindset
You excel in collaboration, both with internal and external stakeholders, and are passionate about building a work environment based on trust
Curious
You are passionate about software development and you have an interest in staying up to date with new technologies
You are self-propelled and have an innovative and creative mind
Agile Mindset
You have a strong belief in agile ways of working especially in accordance with SAFe
You are flexible, open to new ideas and have a strong focus on continuous improvement
Communication
You are an avid communicator, and are fluent in both spoken and written English
You can build compelling and interesting presentations supporting your ideas
You manage stakeholder expectations at various levels with ease
You navigate confidently in a multi-cultural environment