Numéro de l'offre: 262575

Date de publication: 02/11/2024

WHO YOU ARE

As a leader, you excel at building and maintaining strong partnership, relationships and networks with engineering teams, Country Service Operations teams and suppliers to optimize service management capabilities. You are obsessed about consumer problems to enhance the co-worker experience, understanding their needs, and tailoring services to meet those needs effectively. 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 passion and innovative mindset enable you to leverage modern technologies such as Artificial Intelligence (AI), automation, and advanced analytics to deliver high-quality and high-performing frameworks and practices and to provide Service Management-as-code. You thrive in a fast-paced environment and are driven by the desire to revolutionize ways of working. You foster deep collaboration and partnership with Product Owner for NowIT, engineering teams, suppliers and various stakeholders to create tailored, persona-based and standardized offerings that meet the unique needs of our co-workers across the IKEA value chain.

To be successful in this role, we are looking for leaders who encompasses:

Strong Service Management skills and how to integrate in a strong and modern engineering culture across Group Digital and digital organization in the markets with a proven track record (at least 5+ years) in managing services in a global organization.

Demonstrable relevant knowledge of technology and/or software engineering related to assigned practice combined with good knowledge of agile ways of working, and how to enable a product- and service-led organization through modern Service Management frameworks and practices and follow up on OKRs for assigned practice.

Deep understanding of ITIL4, SAFe, Site Reliability Engineering and software development best practices, and how to lead, develop, define, plan, and execute a roadmap for assigned practice to meet business requirements together with relevant stakeholders.

Strong knowledge and capability of how to design, implement and continuously benchmark your assigned practice against competitive and best-in-class practices, and you can adjust your roadmap accordingly.

Proven analytical skills and experience in making decisions based on both hard and soft data. Decisive, able to think tactically with the big picture on hand and attention to detail where needed, but also quickly shift to operational thinking when needed.

Strong influencing skills, with the ability to communicate frameworks and practices clearly and concisely in business language, and to build trustful relationships and hold stakeholders accountable on any level (junior team members or senior management) both internally and externally.

Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.

As our IT Practice Leader, you have the following key previous experiences and skills:

Degree with a focus on Information Technology, Computer Science or any engineering equivalent.

7+ years of professional and diverse experience as Process Owner or similar, driving design and implementation of Service Management in global organization with focus on assigned practice.

5+ years of experience working with the service portfolio management practice and it’s implementation in ServiceNow

3+ years of experience working with common service data model (CSDM) and how that is applied in practice to a multi company setup.

3+ years of demonstratable experience of working with 3rd party IT partners / service providers.

Demonstrable experience with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.

Experience of working with iterative, agile product development teams and possessing a good knowledge of agile/scrum and Software Engineering working setup, including key events and artefacts.

Experience with ServiceNow and systems related to Continuous Integration/Continuous Delivery (CI/CD).

A DAY IN YOUR LIFE WITH US

As an IT Practice Leader, you will secure fit for purpose practice and drive standardisation, efficiency and compliance by developing the assigned practice. Ensuring increased practice maturity with all relevant stakeholders across Ingka and Inter IKEA to support the business transformation.
You will also drive modern principles related to agile and Software Engineering frameworks, utilisation of proper tools and increase automation of workflows and use of emerging technologies to enable the specified business outcomes and create a strong digital foundation for digital products and services.

You will work closely with Senior Business Analysts and Service Management Leaders in the Framework Management team, and Service Delivery Leaders in Service Delivery Management unit or in the Country Service Operations unit to provide services towards consumers in engineering teams or Country Service Operations teams in the countries. Together with the Service Delivery Leader, you will drive the modernization journey and follow-up on the practice adoption and adherence by engineering teams or Country Service Operations teams across markets.

You will also:

Lead the development of the assigned practice and ensure that the delivery meets objectives and consumer needs.

Accountable to ensure that the assigned practice is fit for purpose and efficient and meet expected effectiveness to fulfil business needs.

Accountable for the design, maintenance and continual improvement of the practice and its related metrics and KPIs securing it adhere to modern principles and frameworks.

Accountable for establishing governance for the practice and contribute to the overarching governance and functionality of the frameworks, as well as work closely with all relevant stakeholders and lead activities and initiatives to resolve issues related to the assigned practice efficiency and effectiveness.

Ensure alignment with legal stakeholders and review the practice compliance towards legislations, policies or other requirements to stay compliant.

Drive modern principles related to agile and Software Engineering frameworks, utilization of proper tools and enable adherence to practice through code and automation of process workflows.

Drive the development of Enterprise Service Management platform with focus on assigned practice by defining requirements and prioritizing them together with the Platform Owner.

Ensure a strong collaboration with Inter IKEA stakeholders to ensure agreed ways of working.

Responsible for continuously promoting the benefits of the assigned practice and to onboard, coach, support and mentor colleagues and stakeholders enabling common ways of working and drive standardization across engineering teams.

Responsible for actively collecting and researching consumer requirements and feedback related to the specific practice and defining an improvement roadmap.

Continuously benchmark against industry standards to meet consumer needs and demonstrate a data informed approach to deliver successful outcomes for consumers.

ABOUT THIS WORK AREA

Imagine collaborating with a diverse group of brilliant minds, all driven by a shared passion for pushing the boundaries of technology to create a better experience for customers and consumers. Each day brings new challenges and opportunities to brainstorm groundbreaking solutions and together, you tackle challenges head-on, turning wild ideas into reality and creating technology that makes a difference.
Framework Management team is responsible for governing and ensuring the service management frameworks and practices are modernized and easy to adopt by stakeholders, creating a great co-worker experience across teams in Digital, Country Digital organizations and across business functions.

As part of the transformation agenda for Service Management & Operations, we are now hiring an IT Practice Leaders in the Framework Management team in Bangalore. Whitin Framework Management you will focus on the area of Service portfolio management, overseing and manage Group Digital’s portfolio of digital services, including the service pipeline, service catalogue, and retired services.

You will take on a pivotal role in steering technological innovation and operational excellence within the organisation. This position demands a blend of visionary leadership and practical expertise, ensuring that IT strategies align with overarching business goals. You are responsible for fostering a culture of continuous improvement and learning, guiding teams through the complexities of digital transformation, and implementing cutting-edge solutions that drive efficiency and competitiveness.
You are someone who has mastered effective communication and collaboration, and are someone who can liaise with diverse stakeholders, from engineering teams to executive management.

As our IT Practice Leader, you are not only anticipating future challenges but also identifying opportunities to leverage technology for strategic advantage. Ultimately, this role is about empowering teams, optimizing processes, and contributing to the organisation's success through strategic, modern and innovative IT practices.

QUESTIONS AND SUPPORT? LET’S CONNECT!

The role will be based in Bangalore, India, and will report to the Service Delivery Manager of Framework Management team. 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.