Head of Digital Assist - Global service desk & support

Your leadership will make a difference.

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.

Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.

We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavor and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future

What’s in it for you?
We are looking for an experienced professional to head our Digital Assist department within our Digital Workplace area. Digital Assist consists of Global Service Desk, Onsite Support, Knowledge Management, User Access Management, Market Support and Advanced/VIP Support. 

Our ambition is to be the single point of contact for digital related advice and support for our people at Volvo Cars. In our strive to provide the best possible support services, we are shifting to take ownership of the digital user experience.

We believe that a structured approach to listening, communicating and interacting with our people will elevate our service in both speed and quality. Using technology such as automation, predictivity and AI where it brings most value. 

What You’ll Do 
As head of our Digital Assist department, you have overall responsibility for our global support services. By your side, you have a team of professionals developing our services based on UX design thinking to ensure the overall user experience in all channels.  
You will steer towards our vision based on our strategy by combining user sentiment, telemetry and operational data insight, get involved in dialogue with suppliers and stakeholders to ensure that the right decisions are made and channeled. Continually follow-up operational quality goals, increase zero-level support and ticket deflection by improving findability of knowledge-based articles and catalogue items.
You will report directly to head of the Digital Workplace area and play an important role in the Digital Workplace leadership team. You will work closely with global product managers, technical experts and digital experience professionals to enable a user-centric approach to the support journey and cater for future challenges and opportunities.  

In addition you will be part of:

• elevating our support model,
• nurturing professional growth of the team(s)
• ensuring best possible support in our digital deliveries, aligned with a good user experience.
• refining and implementing the global digital assist strategy and where required,
• take the lead in designing and developing solutions, improving our processes, and providing guidance and communications in line with industry best practice.
• advocating for a user centric approach in everything we do.  

Who are you? 

• Experience in developing service desk or customer support functions in a global and complex enterprise context. 
• You have managed support teams previously and demonstrate initiatives you’ve implemented that have resulted in improved results (KPIs, FTT, XLA’s etc)
• You have a strong knowledge and understanding of metrics and reporting.
• You have great people management and leadership skills, are eager to help others develop and grow and have a track record of effectively managing and developing teams.
• You have a deep understanding of ITSM and passion for customer services. 
• Our ITSM tool of choice is ServiceNow, which will be key to this role, but experience with other systems will serve you well.
• You are outcome oriented and a trusted partner to people at all levels of the organization. 
• Strong communication skills, understanding of change management. Strong both verbal and written English

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.