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Tech & Innovation

Senior Service Delivery Leader

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  • Bangalore, Karnataka, India
  • IT & Digital Solutions

Job Description

  • Job ID: 363237

  • Date posted: 02/09/2026

    • Who you are

    You love developing a digital product offer that is friction free and set transparency of value and cost for its consumers.
    You are a senior leader with proven track record building and coordinating seamless service layers across multiple digital products and endpoints.
    You are motivated by happy consumers and always strive to simplify and improve the service experience across a larger product portfolio.
    You use your power of collaboration and communication skills to achieve consumer centric goals.

    THE JOURNEY WE ARE ON:
    Core Digital Infrastructure is a vital part of Ingka Group developing and maintaining digital application hosting platforms for IKEA. Application runtime, secure data storage and seamless connection through self-service are key for our digital business landscape.
    This function is part of tech foundation, Technology Services, where we are currently on a journey transforming our operating model to ensure personalized and relevant experience for business & digital co-workers.
    Another key part of this transformation is to take broader service responsibility of core infrastructure across the enterprise. Ensuring consumer satisfaction independently of digital products delivered as part of the infrastructure offering or services being integrated from underpinning partners & teams.

    YOUR RESPONSIBILITIES:
    To play a successful role in this team, we are looking for a Senior Service Delivery Leader who encompasses:
    Envision and strategically lead digital product service dimension of Core Digital Infrastructure at Ingka Group.
    Responsible to ensure that proper agreements with clear expectations and value/cost models are in place.
    Responsible to design and implement ServiceDesk routines, service processes and knowledge management connected to this area.
    Collaborate with peers, stakeholders and partners to ensure that service models are aligned using common frameworks when applicable.

    Responsible to ensure that proper agreements and follow-up are in place:
    As a service provider towards markets and functions across consumer groups
    Utilisation of own bought services to provide and uphold a qualitative delivery
    Responsible to follow up and drive consumer satisfaction score for service and support aspects.

    Our team within IKEA

    Basic Requirements:
    Degree with a focus on Engineering, Technology, or related areas/equivalent combination of education and experience.  
    5+ years of experience with the services and products within the area and proven knowledge and ability to transform and optimise processes and behaviours within a large enterprise. 
    8+ years of demonstratable experience in working with Software and/or System Engineering environments in complex global organisations.  
    8+ years of experience working with 3rd party IT partners/service providers. 
    8+ years of experience of operating in a multi-speed IT delivery environment.
    10+ 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. 
    Proven experience in change management, digital transformation and working in rapidly changing environments.  
    Strong leadership and collaboration and skills with experience of leading others, including leaders. 
    Extensive experience in leading large-scale programs or projects.
    Extensive experience with service management processes e.g. ITIL and capabilities, ticket automation and knowledge management.
    Hands on experience with technologies such as ServiceNow, Jira and AI Agents

    Required Skills & Competencies :
    Excellent ability to build trustful relationships with stakeholders and business partners through effective collaboration and delivery of results in service net outcome.
    Ability to lead and work with longer-term strategic agendas and operations with focus of the end-to-end service delivery.
    Strong influential and versatile leadership that inspires, clarifies and guides individuals on objectives and expands the circle of influence/impact in the value chain.
    Strong ability to navigate and lead business and people in a complex, ambiguous and fast-changing business and IT environment.
    Ability to demonstrate a data informed and outcome-driven mindset.

    Together as a team

    We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.








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