Job ID: 262488
Date posted: 14/10/2024
About this work area

At IKEA, we are committed to transforming the way we manage and deliver services to enhance our co-worker experience and drive operational excellence. We are digitally transforming the technology landscape and related processes, to ensure a modern workplace for over 177,000 co-workers across our markets utilizing our systems every day.

The Country Service Operations unit is assigned to lead the Country Service Operations matrix and community and ensure best practices and standardisation of technology, IT Operations excellence and digital product and service adoption across all Ingka Markets.
As part of the transformation agenda for Service Management & Operations, we are now hiring a Senior Service Delivery Manager in the Country Service Operations unit in Helsingborg, Sweden.

This role demands resilience, adaptability, and a relentless commitment to excellence. As a beacon of motivation and guidance, you will empower engineering teams to overcome challenges and achieve their highest potential. By cultivating a culture of collaboration and innovation, every day is an opportunity to inspire, lead, and make a meaningful difference.

This role is about infusing energy and passion into every project, turning ordinary service into extraordinary journeys. With a spirit of curiosity and a heart full of empathy, you lead with a spark that ignites enthusiasm and drives your team to new heights. As a Senior Service Delivery Manager, you transform the mundane into the magical, crafting a legacy of excellence and making every day a celebration of success and growth.

Who you are

As a leader, you excel at building and maintaining strong partnerships, relationships and networks with country service operations teams, engineering teams and suppliers to optimize service management capabilities. You are obsessed with consumer problems to enhance the co-worker experience, understanding their needs, and tailoring services to meet those needs effectively. Your strong analytical skills allow you to utilize data-driven insights to inform decision-making improve service performance and create a game-changing co-worker experience through modern practices.

You are a change agent who can seamlessly integrate service management practices across country service operations teams in Ingka markets, ensuring consistent, high-quality delivery across the IKEA value chain that aligns with IKEA's values and business needs.

Your innovative mindset aligns perfectly with our ambition to revolutionise end-to-end service performance and create a game-changing co-worker experience across IKEA, and you have a deep understanding of service management governance, performance, and quality management, as well as best practices and standardisation of technology.

You are skilled in digital service adoption and organizational change management and have strong analytical skills to monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

You are adept at demand management and ensuring framework integration and adherence. Your passion focuses on leveraging technology to drive improvements in service delivery and co-worker experience, you have excellent communication and interpersonal skills, with the ability to lead and inspire teams.

To be successful in this role, we are looking for seasoned leaders who encompass:

• Very strong Service Management skills and how to integrate a strong and modern digital culture across Group Digital and digital organisation in the markets with a proven track record (at least 7+ years) in managing services in a global organisation.
• Demonstrable relevant knowledge of technology and/or software engineering within the cluster of responsibility combined with good knowledge of agile ways of working, how to enable a product- and service-led organisation, knowledge of how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across service delivery framework, SLAs and KPIs.
• Deep understanding of software development best practices, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
• Strong continuous capability of benchmarking your product and service offerings against competitive and best-in-class digital products and services, and you can adjust your strategy and roadmap accordingly.
• Proven analytical skills and experience in making decisions based on both hard and soft data. Decisive, able to think strategically with the big picture on hand and attention to detail where needed, but also quickly shift to tactical and operational thinking when needed.
• Strong negotiation and influencing skills, with the ability to build trustful relationships and hold stakeholders accountable on any level (junior team members or senior management) both internally and externally.
• Proven track record of leading high-performing teams and driving change management in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.

As our Senior Service Delivery Manager, you have the following key previous experiences and skills:

• Degree with a focus on Engineering, Technology, or related areas/equivalent combination of education and experience.
• 7+ years of diverse experience in Digital Foundation or Digital products and service delivery with a proven track record of delivering products and services that provide substantial value.
• 7+ years of experience with the services and products within the area and proven knowledge and ability to transform and optimise processes and behaviors.
• 5+ years of experience in running large, multi-disciplinary teams, including competence development and leading teams across multiple locations.
• 3+ years of experience working with 3rd party IT partners/service providers.
• Demonstratable experience of operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.
• Demonstratable experience with Service Now and tools related to Continuous Integration/Continuous Delivery (CI/CD).
• Proven experience in change management, digital transformation and working in rapidly changing environments.
• Strong demonstrated technical competence for the area of responsibility.
• Demonstratable experience in working in agile/scrum and Software Engineering environments in complex global organisation.
• Strong leadership and collaboration and skills with experience of leading others, including leaders.

Together as a team

As a Senior Service Delivery Manager, you will lead the work of establishing efficient operations and lead the successful delivery and adoption of products and services in the area of responsibility for the country service operations teams by managing relevant strategic, tactical and operational activities as the main interface towards internal stakeholders.

You will work closely with your colleagues in the Country Service Operations unit and also with IT Practice Leaders, Service Management Leaders, Enablement & Experience Leaders and Support Operations Leaders across Service Management & Operations, as well as with teams beyond Service Management & Operations such as Connectivity, Hosting, Digital workplace and the Physical customer meeting point, to drive excellent end-to-end product and service delivery across Ingka markets. You will play an important role in this transformation as we are on a journey to ensure consistent, high-quality delivery of digital products and services across the IKEA value chain that align with business needs and adhere to agreed-upon practices and standards.

You will also:

• BE responsible for aligning the approach to Service Management practices and other frameworks across country service operations teams to ensure consistent, robust and complete implementation of necessary service delivery guardrails and usage of practices.
• Lead and work closely together with peers across the totality of Ingka and across IKEA to strengthen and contribute to excellent service delivery across IKEA value chain.
• Collaborate with Country Service Operations Managers to secure the competence and capacity of the country service operations teams required to ensure great service delivery.
• Accountable to escalate service delivery risk decisions across country service operations teams to the relevant level of management decision.
• Create, develop and maintain the technology community in the cluster of responsibility across country service operations teams, ensuring service level agreements are being met.
• Continuously develop, improve and evaluate Service Management and other technology capabilities, performance and effectiveness within the cluster and plan future competence needs aligned with the Digital Strategy and the cluster’s country service operations teams’ strategies and roadmaps.
• Responsible for ensuring sufficient resources, people and expertise in close collaboration with relevant stakeholders to drive the reduction of poor service delivery within the cluster to acceptable levels for the business.
• Responsible throughout the complete lifecycle of the technology products owned by the Country Service operation teams to ensure good collaboration and cooperation is established with the respective stakeholders to ensure the best business value.
• Secure capabilities from Service Management & Operations and engineering teams beyond are correctly received and embedded into the country service operations teams to ensure that sufficient expert support is available to the cluster in implementing necessary guardrails.
• Identify the goals and drive the implementation of Service Delivery practices, ensuring standardization and coherent ways of working across country service operations teams in cluster.
• Collaborate closely with other networks of expertise and provide input and requirements to ensure great consumer experience.

Questions and support? Let's connect!

The role will be based in Helsingborg, Sweden, and will report to the Service Manager of Country Service Operations unit. It is expected that this role requires some travel between the different Digital Hubs.

In this recruitment there is no relocation support provided by Ingka, hence we are looking for people already living in or within commuting distance of the mentioned location.

Please note that the internal title will be Service Delivery Leader.

For more information about the role, reach out to the hiring manager at Jeroen.bogaert@ingka.ikea.com. If you have any questions about the recruitment process, please reach out to tech recruiters carl-johan.andersson@ingka.ikea.com and ashurina.aorahim@ingka.com