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Tech & Innovation

Service Delivery Leader

Bangalore, India IT & Digital Solutions Full time
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Job Description

Job ID: 248552

Date posted: 10/07/2024

About this work area

Here in the Digital Workplace unit, we are on a mission to provide all INGKA co-workers with an amazing Workplace experience that enables high productivity through sustainable, cost-effective, and personalized products and services.

We are now starting up the digital transformation that will enable and ultimately deliver this mission!

Building from a position of strength, we will go from (super) good to great and set ourselves up for the future.

We are now looking for a Service Delivery Leader to join us in Digital Workplace and be part of this mission.

As our Service Delivery Leader in Digital workplace, you have a key leadership role in transforming INGKA into a modern workplace and you are part of the Digital Workplace Leadership Team and working across all service lines; Co-worker Devices, Coworker Communication & Collaboration, Application Provisioning, Co-worker experience management and Business Process Management. Your role embodies the values and culture of IKEA and you build strong collaboration with peers across the totality of Ingka and towards the major service integrators and vendors we partner with to ensure excellent service deliveries across the IKEA value chain.

Who you are

As our Service Delivery Leader in Digital Workplace, you are the spider in the web. You love to lead and manage partners and stakeholders and co-jointly drive positive impacts for consumers through products and services.

You have a passion for how technology enables amazing co-worker experiences and carries a settler and innovative mindset. You are comfortable navigating complex strategic landscapes but at the same time confident to roll up your sleeves and get into the trenches.

Also, as our Service Delivery Leader:
• 10+ years of experience in product and service roadmaps, agile deliveries, and integrated service delivery models.
• Relevant experience in

1) Integrated service deliveries to or from a service integrator.
2) Service management, and agile frameworks and a proven track record of applying them as needed to drive predictability towards desired outcomes.
3) Leading/ driving and managing tactical and strategic initiatives & know how to lead and motivate in a large-scale IT organisation with both people and technology focus. Strong people, and supplier management skills.
4) How to deliver outcomes and unlock/enable business value in complex ecosystems, programs/projects. Strong Planning, execution and risk management skills.
5) Proven ability to work with Senior business and digital stakeholders. Effectively challenge supplier solutions by leveraging the techno-functional content knowledge combined with delivery capability
6) Exhibit strong drive, judgment and initiative to deliver effectively and holistically.

Good Knowledge in

1) Driving organizational metrics through OKRs or similar performance metrics & effective decision making with speed, based on facts and logic
2) IT governance frameworks, methods, and tools required to deliver excellent IT service management and IT operations capabilities aligned to business and digital needs.
3) Modern Digital Workplace technologies and capabilities & leverage critical thinking and conduct holistic & in-depth analysis to bring effective solutions/ processes that drive business and organization agility
4) Demonstrating the 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 promptly.

A day in your life with us

As our Service Deliver Leader, you will play a crucial role in Digital Workplace team. You collaborate and drive service deliveries within and outside Digital Workplace and are a key part of the mission to provide all INGKA co-workers with an amazing Workplace experience.

Other role responsibilities include:

• You build, nourish and maintain strong supplier and vendor relationships.
• You manage the portfolio of projects and initiatives on tactical and strategical levels across Digital Workplace.
• You work with and manage suppliers to ensure effective outcomes and values.
• You establish clear performance metrics, SLA:s, XLA:s, KPI:s and goals and provide relevant feedback to the Digital Workplace Service Managers through regular performance reviews.
• You guide and help the Digital Workplace Service Managers on how the service integrator(s) perform and actively steer and follow up on improvements.
• You lead, in matrix, other service delivery leaders within Digital Workplace for a consistent delivery from service integrators and out to the consumers of services and products.
• You apply an in-depth understanding of various delivery models and methodologies, project processes and retail industry practices to secure outcome-driven deliveries into Digital Workplace and further out to consumers and co-workers.
• You identify and secure planning and execution within the Digital Workplace service lines for a holistic delivery by identifying cross-functional, cross-service, and cross-team dependencies.
• You manage communications, reporting and escalation to the relevant Digital Workplace service managers and other relevant stakeholders in a timely and effective manner.

Together as a team

The role is based in Bangalore, India and you will report to the Technology Service Area Manager , Digital Workplace.

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 locations

Questions and support? Let's connect!

Studies show that members of underrepresented communities don’t apply for jobs unless they’re 100% “qualified”. If this is part of why you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.
From: “Why Women Don’t Apply for Jobs Unless They’re 100% Qualified” by Tara Sophia Mohr, August 2014”