Job-ID: 257681

Dato for opslag: 10/09/2024

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 Service Enablement Management unit is assigned to enable great co-worker satisfaction and productivity across the IKEA value chain through transformation and persona-based Service Management & Operations offerings and analytics. Also, to enhance co-worker experience through management of consumer journeys, effective change management, and seamless adoption of new processes and technologies.

The unit is also responsible for driving the transformation journey across Service Management & Operations and for ensuring great organisational performance through optimized vendor operations and performance, and continual improvement of Service Management & Operations’ services’ effectiveness and efficiency.

As part of the transformation agenda for Service Management & Operations, we now seek a proven Senior Service Delivery Manager for the Service Enablement Management unit with responsibility for driving and holding together the transformation agenda across all units, as well as driving vendor management and performance management in Service Management & Operations enabling great experience and delivery of the organisation’s offering and across the IKEA value chain.

Who you are

As a leader, you excel at building and maintaining strong partnerships, relationships and networks with the strategic partner and across Service Management & Operations to ensure that the partner’s operations align with organisational goals across units through effective governance and performance optimisation. Your strong analytical skills allow you to utilize data-driven insights to inform decision-making and improve service performance and create a game-changing co-worker experience through modern practices.

Your innovative thinking allows you to leverage modern technologies such as AI, automation, and advanced analytics to drive significant improvements in service delivery across Service Management & Operations and co-worker productivity across the IKEA value chain.

To be successful in this role, we are looking for a seasoned leader who encompasses:

• Extremely strong vendor management skills and a proven track record (at least 10+ years) of how to drive strategic partnerships to success in a complex and global environment.
• Very strong Service Management skills and how to integrate a strong and modern engineering culture across Group Digital and digital organisation in the markets with a proven track record (at least 10+ years) in managing services in a global organisation.
• Deep understanding of Service Level Agreements (SLAs), Experience Level Agreements (XLAs), and other agreements, as well as connecting co-worker experience to business performance, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
• Demonstrable relevant knowledge of technology and/or software engineering within the relevant areas 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.
• 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.
• 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 experience in change management, digital transformation and working in rapidly changing environments.
• 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.
• 10+ years of diverse experience in Digital Foundation or Digital product and service delivery with a proven track record of delivering products and services that provide substantial value.
• 10+ years of experience working with integrated service deliveries to or from 3rd party IT partners/service providers.
• 8+ years of experience in leading and driving and managing tactical and strategic initiatives.
• Excellent knowledge and leadership experience in driving and managing tactical and strategic initiatives.
• Excellent knowledge in how to deliver outcomes and unlock/enable business value in complex ecosystems, programs/project. Strong Planning, execution and risk management skills.
• Good knowledge of driving organisational metrics through OKRs or similar performance metrics.
• Good knowledge of IT governance frameworks, methods, and tools required to deliver excellent IT service management and IT operations capabilities aligned to business and digital needs.
• Demonstrable ability to identify, plan and execute for the holistic delivery, by identifying cross-functional, cross-team dependencies and taking the needed actions to resolve them proactively and in a timely manner.
• Demonstrable experience of operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.

Together as a team

As a Senior Service Delivery Manager in Service Enablement Management, you will play a crucial role in Service Management & Operations organisation in transforming Service Management & Operations into a modern capability.

You will work closely with the strategic partner as well as across units to drive excellent end-to-end service delivery in Service Management & Operations. 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:

• Build, nourish and maintain strong supplier and vendor relationships.
• Manage the portfolio of projects and initiatives on tactical and strategic level across Service Management & Operations in close collaboration with strategic partner.
• Work with and manage suppliers to ensure effective outcomes and values.
• Establish clear performance metrics, SLAs, XLAs, KPIs and goals and provide relevant feedback to the Service Managers in Service Management & Operations through regular performance reviews.
• Guide and help the Directors in Service Management & Operations on how the strategic partner performs and actively steer and follow up on improvements.
• Apply an in-depth understanding of various delivery models and methodologies, project processes and retail industry practices to secure outcome-driven deliveries into Service Management & Operations and further out to consumers and co-workers.
• Identify and secure planning and execution within the units in Service Management & Operations for a holistic delivery by identifying cross-functional, cross-service and cross-team dependencies.

Questions and support? Let's connect!

This role will be based in Helsingborg, Sweden, and will report to the Service Manager of Service Enablement Management 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.

For more information about the role, reach out to the hiring manager at sofia.nord1@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.