Director - Uptime & Service Excellence

About the role

Volvo Group Australia is looking for an experienced, commercially minded leader to act as Director - Uptime & Service Excellence. Reporting to the Vice President Service Market and as a member of the Service Market Leadership Team, you will strengthen relationships across the dealer networks in Australia and designated export markets, working with Dealer Principals, dealership leadership teams and internal stakeholders to build trust and drive consistent service performance.

Key responsibilities

• Lead the Uptime & Service Excellence strategy, turning functional priorities into measurable outcomes that improve vehicle uptime, service responsiveness, product reliability and customer experience.
• Drive performance across a distributed dealer and service network, setting up performance frameworks, targets and governance to monitor uptime.
• Build trusted relationships with Dealer Principals and dealership leadership, acting as a strategic partner and supporting shared business objectives.
• Lead the end-to-end Product Services ecosystem, including technical support, product quality, warranty administration, vendor recovery, campaigns, safety recalls and technical goodwill, and oversee the Market Quality Report process.
• Lead the shift from reactive service support to a proactive uptime model, using service, warranty and product data to anticipate failures, and develop and adopt new uptime capabilities such as the Uptime Centre.

Required profile

• Tertiary qualification in Business, Engineering, Economics, International Business or a related discipline (postgraduate highly regarded), or equivalent extensive industry experience.
• Extensive senior leadership experience in a complex automotive, heavy vehicle, industrial or service network environment, ideally within an OEM, dealer/distributor or aftermarket ecosystem.
• Proven track record leading service, technical support, warranty, quality or aftersales functions, with accountability for uptime, customer experience and commercial outcomes.
• Experience managing budgets and cost drivers such as warranty, quality and service recovery.
• Experience in global, matrixed and governed environments, leading teams through managers and influencing senior stakeholders and dealer principals.

Required skills

• Leading service transformation to proactive, data-driven uptime approaches, including use of service data and analytics.
• Strong commercial acumen and stakeholder influence in structured governance environments.

What we offer

• A solid package of compensation and benefits.
• Training, role changes and global mobility options.
• Sonder wellbeing and safety support, education assistance, income protection, private health insurance and personal computer loans.
• Additional superannuation, generous paid parental leave and the option to purchase extra leave.