Job ID: 262350
Date posted: 12/10/2024
About this work area

Hej!

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 Operations Center unit, within Service Management & Operations, is assigned to define and lead the product and technology strategies for the Operations Center and ensure the reliability and availability of digital products and services across the IKEA landscape.

We are now looking for a Service Management Leader to join our Service Continuity Management Team, and ensure the reliability and availability, of digital products and services across the IKEA landscape, at all times.

It's a role that requires a blend of strategic vision and empathetic leadership, ensuring that every service delivered is a testament to quality and reliability.

As a beacon of motivation, you inspire your team to rise above challenges and achieve remarkable outcomes, fostering a culture where continuous improvement and customer satisfaction are paramount. You are the driving force that transforms vision into reality, aligning processes and people to create seamless and impactful experiences. With every decision and action, you pave the way for sustainable success, leaving an indelible mark of integrity and excellence.

In this position, we also include the role of Critical Situation Manager (CSM). This practically means working on a 24/7 schedule approximately one week per month.

Who you are

As our Service Management Leader, you value integrity and Innovation. You play a critical role leading with empathy and vision, transforming customer needs into extraordinary experiences and the ability to inspire and empower your team.

You also hold these key attributes and skills:

• Strong leadership, handling major business critical situations with a firm hand, following the Major Incident Management processes(es).
• Skilled in observability principles and monitoring tools.
• Obsession about consumer problems and needs and naturally curious in how to solve them especially connected to service continuity, availability and performance management.
• Excellent stakeholder management and communication, often in highly stressful situations.
• Possess the drive to add business value by continually improving processes.
• Passionate about developing IKEA by building relationships, partnerships and networks.
• Motivated to work with end-users and improve ways of working, processes and tools.
• Inspired by rapidly changing situations and working agile.
• Motivated by sharing and living the IKEA culture and values.
• Strong in-depth knowledge of developing business through e.g. processes, methods, tools, ways of working.
• Deep knowledge of Service Management, outcome-oriented ways of working, agile and Software Engineering delivery models.
• Good negotiations skills.
• Strong knowledge in maintaining documentation and records for assigned practice(s).
• Deep knowledge of related frameworks as ITIL4, SAFe, Site Reliability Engineering, etc.
• Good understanding of how technologies enable the assigned practice(s).
• Knowledge in how to define and measure success, for example how to create OKR framework or KPI´s.
• Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
• Strong ability to communicate frameworks and practices clearly and concisely in business language for training and information purposes.
• Strong ability to actively acquire new knowledge and skills and leverage new methods, digital systems and processes to improve performance.
• Strong analytical and problem-solving skills to analyse data, trends and performance metrics related to assigned practice(s).
• Strong interpersonal skills with the ability to collaborate, network and build strong relations with stakeholders.
• Excellent at performing multiple tasks at the same time.
• Ability to structure information and strong analytical skills.
• Proven ability and experience in executing and continually improving assigned practice(s).
• Ability to provide support and assistance to teams as subject matter expert for assigned practice(s)

Key proven experience and skills:

• Formal qualifications in Information Technology, Computer Science or equivalent.
• Minimum 5 years of professional and diverse experience as Process Specialist or similar, driving design and implementation of Service Management in global organisation with focus on assigned practice(s).
• Minimum 1 year of Major incident Management hands-on experience
• Leadership capabilities in high pressure situations
• Minimum 2 years of experience working with Service Now and tools related to Continuous Integration/Continuous Delivery (CI/CD).
• Deep knowledge of the assigned practice(s).
• Demonstrable experience with related frameworks such as ITIL4, SAFe, SRE, etc.
• Demonstrable experience of working with iterative, agile product development teams and possessing a good knowledge of agile/scrum and Software Engineering ways of working, including key events and artefacts.
• Demonstrable experience in establishing and managing processes through collaboration with stakeholders.

Together as a team

As our Service Management Leader, you inspire others to reach their full potential as a leader with the ability to blend strategic vision with heartfelt passion, ensuring every interaction counts. You don't just solve problems and critical situations; you create environments where excellence thrives, and challenges are eagerly embraced.

Your responsibilities will include:

• Actively contribute to process design- and or improvement initiatives and prepare the basis for decisions with an end-to-end process view in close collaboration with relevant people, to drive process effectiveness and efficiency.
• Responsible for day-to-day facilitation of the assigned practice(s) and support the development of the assigned practice(s) ensuring the delivery meets objectives and consumer needs.
• Responsible for coordinating the operational handling of assigned practice(s) across stakeholders.
• Monitor and review the work of teams that manage the execution for assigned practice(s) and act as an escalation point for the operational issues of the assigned practice(s).
• Propose and validate maturity enhancements for assigned practice(s) and related parts in the Service Management platform and beyond.
• Coordinate, assess and analyse business benefit of identified practice(s) improvement potentials to ensure set goals are met and learnings are captured.
• Initiate improvements of the practice(s), practice models, and practice handling procedures based on findings in audits and insights on the practice(s) health through data to ensure the effectiveness of the practice(s).
• Monitoring, measuring and reporting on the effectiveness of the practice(s) to Service Delivery Manager/Leaders, and stakeholders.
• Actively collect and research consumer requirements and feedback related to the practice(s) and contribute to defining an improvement roadmap.
• Collaborate with Enablement Leaders to ensure consumer adoption of practice(s) and drive new ways of working.
• Review the implementation and establishment of the process, including ways of working, identifying competence development needs and practising business development orientation.
• Secure performance measurement and follow-up KPIs, to ensure clear identification on progress.
• As Critical Situation Manager, be the operational lead and escalation point 24/7, according to schedule. Working in close collaboration with the selected external partner responsible for operating our Flight Tower (Operations Bridge).

Questions and support? Let's connect!

This role is based in Helsingborg or Malmö, Sweden and you will report to the Service Delivery Manager, Service Continuity Management, Operations Center.

In this recruitment there is no relocation support provided by IKEA, hence we're looking for people already living or within commuting distance of the mentioned location of the role.

For more information about the role, please reach out to the hiring manager, henrik.nielsen1@ingka.ikea.com

If you have any questions about the recruitment process, please reach out to tech recruiters at ashurina.aorahim@ingka.com or carl-johan.andersson@ingka.ikea.com