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Tech & Innovation

Senior Service Delivery Leader

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  • Bengaluru, India
  • IT & Digital Solutions

Job Description

  • Job ID: 351247

  • Date posted: 30/06/2026

    • Who you are

    We are looking for a Senior Service Delivery leader to join us in developing ways for IKEA to stay relevant for our customers.

    Our diverse team for is growing and we would love to talk with you, if you recognize yourself in some of the following:

    Passionate about understanding and improving HR services and digital platforms are delivered at scale across global organizations
    Have a strong background in HR technology service operations, including platforms such as SAP SuccessFactors, SNOW, Open Text, Avature
    Love being creative through designing service frameworks, defining KPIs, and finding smarter ways to deliver consistent and high-quality HR services
    Take ownership and independently drive towards desired outcomes whether navigating complex stakeholder landscapes, resolving service challenges, or leading transformation initiatives across multiple markets
    Know about developing service delivery models, SLA frameworks, and performance metrics that drive accountability and continuous improvement
    Have experience working in IT or HR technology service delivery
    Are a team player who takes ownership, builds cross-functional relationships with peers and loves sharing knowledge with others
    Proactively manage relevant stakeholders
    Are curious, self-directed and want to keep learning!

    This is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role.

    The must-haves we see for this role is though:
    8–12 years of hands-on experience in IT or HR technology service delivery
    ITIL knowledge or equivalent service management framework knowledge for structuring and governing service operations
    Direct, proven experience managing service delivery or service operations within an HR technology environment (platforms like SAP SuccessFactors, SNOW or Avature) with experience in managing SLAs and service performance at a global scale
    Demonstrated leadership of HR transformation programs— specifically setting up services from the ground up, defining and owning KPIs, and driving measurable performance improvements across global or multi-country environments
    Strong stakeholder management experience at a complex level — working across country organizations and global business operations
    Service-first mindset - consistently prioritizing quality, accountability, and delivery outcomes


    The IKEA culture and values are very much a part of our business and day-to-day work life. For you to thrive and grow with IKEA it’s important for us that you share our values! You can read more about our values and life at IKEA on our website www.ikea.com.

    A day in your life with us

    You’ll be a vital part in the transformation of IKEA into a more front-line obsessed company by ensuring that our People & Culture digital platforms and services run effectively, reliably, and continue to evolve to meet the needs of our coworkers and business.
    This means that you will:

    Own the overall service delivery framework across HR technology platforms
    Define, monitor, and report on SLAs, KPIs, across all service areas for platforms across Core HCM
    Lead incident, problem, and change management processes (ITIL-aligned)
    Drive root cause analysis and implement preventive measures
    Ensure platform stability, availability, and performance across all markets
    Oversee service delivery across core HR platforms such as SAP SuccessFactors, ServiceNow, Avature, Open text
    Collaborate with technical teams on platform upgrades, releases, and change management
    Act as the primary point of contact for business stakeholders, GBO across service areas
    Translate business needs into service requirements and delivery plans
    Manage vendor and partner relationships effectively
    Oversee service delivery across core HR platforms such as SAP SuccessFactors, ServiceNow, Avature, Open text
    Lead service improvement initiatives and drive operational excellence
    Identify automation and efficiency opportunities across service operations

    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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