Director Service Performance Management

Husqvarna Group

. Design, implementation and overall accountability for the service performance governance framework across the Gardena division .

Posted 4/2/2026full-timeUlm • 🇸🇪 SwedenLeadWebsite

About the role

Key responsibilities & impact

Design, implementation and overall accountability for the service performance governance framework across the Gardena division
Lead executive-level performance reviews and ensure clear accountabilities within IT and with partners, stakeholders and other divisions
Manage the full critical-incident lifecycle (including final approval to close P1 incidents); define standards for root-cause analysis and structural corrective actions
Act as the central senior voice for divisional service performance within the IT operating model, influencing group-level decisions
Define the divisional service performance strategy in close alignment with business objectives, seasonal requirements and digital priorities
Own Gardena’s SLA/SLO framework, service tiering, KPI structure and availability targets for critical services
Ensure an end-to-end performance view across services (Run & Change) and translate data into concrete, actionable recommendations for senior management
Sponsor long-term stability programs and continuous improvement initiatives across applications, infrastructure and digital platforms
Lead and develop a team of Business Engagement Managers (BEMs); set objectives, provide coaching and establish best practices in stakeholder management

Requirements

What you’ll need

More than 10 years of experience in IT service management / IT operations / service governance, including at least 5 years in a senior leadership role (Director / Head / leading large programs) within a global matrix organization
Proven success leading customer- and business-facing teams (e.g., BEMs, BRMs, Product Owners) with measurable results in prioritization, value realization and satisfaction
Deep expertise in ITIL, incident/problem/change management, service level management, KPI/SLO design and service improvement programs; financial knowledge (Run vs. Change, TCO, cost transparency)
Excellent track record in managing multi-vendor environments, negotiating performance with partners and leading cross-functional initiatives
Strong executive presence and excellent communication skills — clear, fact-based and option-oriented when engaging senior business stakeholders
Leadership capability: building high-performing teams, setting clear standards, coaching BEMs and fostering a culture of accountability and continuous improvement
Excellent English language skills

Benefits

Comp & perks

Flexible and mobile working options
Individual development opportunities and international career prospects
Employee home purchase program
Works council social fund
On-site daycare in partnership with Wieland
Occupational health management, e.g., E-GYM Wellpass

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT service managementservice governanceincident managementproblem managementchange managementservice level managementKPI designSLO designservice improvement programsfinancial knowledge

Soft Skills

leadershipcommunicationstakeholder managementcoachingteam buildingaccountabilitycontinuous improvementnegotiationprioritizationvalue realization