Ідентифікатор вакансії: 261979

Дата публікації: 12/10/2024

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 IT Service Desk unit is assigned to provide a single point of contact and communication and ensure prompt and efficient resolution for end users seeking assistance, reporting IT issues, and requesting Digital Products and Services.

As part of the transformation agenda for Service Management & Operations, we are now hiring for a Senior IT Service Desk Leader for the IT Service Desk unit in Helsingborg where you will have the responsibility for and work towards engineering teams in one of the Digital Areas.

As a Senior IT Service Desk Leader, you embody the spirit of innovation and the heart of unwavering IT support. Each day, you rise to the challenge of ensuring that the digital lifelines of the organisation are not just operational but thriving. Your role is not just about fixing problems; it is about building a resilient foundation that anticipates needs and nurtures growth.

Together with the colleagues in the unit, you will hold the responsibility for driving operational excellence with an omnichannel mindset for all the touchpoints enabling a modern IT Service Desk capability minimizing business disruption.

Who you are

As a leader, you excel at building and maintaining strong partnership, relationships and networks with engineering teams, local IT 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 for decision-making and improve service performance and create a game-changing co-worker experience across IT Support channels.

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 IT support. You thrive in a fast-paced environment and are driven by the desire to revolutionize service performance. Your ability to foster deep collaboration and partnership with Product Owners for ServiceNow and IT Support channels, and supplier to drive efficiency makes you the perfect fit to lead our IT Service Desk to new heights.

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

• Strong Service Management skills and knowledge of user experience principles to design intuitive IT Support channels to enhance the co-worker experience, with a proven track record (at least 8+ years) in managing services in a global organisation.
• Relevant knowledge of technology, Software Engineering delivery models and ways of working within the relevant areas combined with good knowledge of agile ways of working, and how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across IT support channels and ways of working.
• Deep understanding of how to lead, develop, define, plan, and execute a roadmap with relevant metrics to meet business requirements together with relevant stakeholders.
• Strong continuous capability of benchmarking your product and service offerings against competitive and best-in-class digital products and services to adapt roadmap accordingly and ensure focus on superior consumer experience.
• 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.
• Strong 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.
• Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.

As our Senior IT Service Desk Leader, you have the following key previous experiences and skills:

• Degree with a focus on Information Technology, Computer Science or any engineering equivalent
• 8+ years of progressive and diverse experience as leading Service Desk capability for an enterprise organisation or equal in digital foundation delivery with proven track record of delivering products and services that provide substantial value.
• 8+ years of experience working with IT Service Desk operating in a multi-speed IT delivery environment.
• 7+ years of experience working with driving automation and self-service for IT Service Desk.
• 5+ years of demonstratable experience of working with 3rd party IT partners / service providers.
• Experience in working in agile/scrum and Software Engineering environments in complex global organisation.
• Proven leadership and collaboration skills.
• Preferred: Experience with ServiceNow and tools related to Continuous Integration/Continuous Delivery (CI/CD).

Together as a team

As a Senior IT Service Desk Leader, you will lead and drive transformation to modernise IT Service Desk to ensure effective and efficient service delivery. You will also lead the relationship with a strategic partner to together drive continuous process improvement to enhance overall end-user support experience, service quality, optimize workflows, and minimize downtime. You will secure high levels of consumer satisfaction, streamline operations, and mitigate risks associated with service delivery.

The role will be responsible for leading and steering through the strategic partner the development and operation of IT Service Desk that excites and enables Ingka co-workers and the overall growth of IKEA in a fast-developing digital world.

You will work closely with the Senior Service Delivery Managers in Service Delivery Management unit to provide services towards consumers in the Digital Area, and together with you will follow up on the support fulfilment and delivery towards engineering teams. You will also:

• Plan, direct and coordinate operations of a global and common IT Service Desk with strategic partner, as well as lead the relationship to ensure that the IT Service Desk’s delivery is cost efficiently and delivers within overall partnership agreement and specific Service Level Agreements.
• Drive a modern and forward-looking approach to end-user support to enable digital innovation and ensure the delivery of digital services faster, smarter, and with a great user experience.
• Evolve the delivery by securing the adoption and growth of self-service channels through accelerating the implementation of emerging technologies, e.g. automation and AI.
• Continuously benchmark against industry standards to meet consumer needs and demonstrate a data-informed approach to delivering successful outcomes for consumers.
• Work closely with all relevant stakeholders and lead activities and initiatives together with strategic partners to resolve issues related to IT Service Desk efficiency and effectiveness.
• Responsible for fulfilment of the Country Support Agreement(s) for the products and services belonging to the area of responsibility to meet specific expectations and needs from the countries.
• Contribute to the development of support channels and collaborate with product/platform teams to drive the automation of IT Service Desk and integrate selected IT Service Desk practices into Software Engineering ways of working.
• Manage provision of and work closely with managed services and strategic partner to ensure excellent service delivery.

Questions and support? Let's connect!

The role will be based in Helsingborg, Sweden, and will report to the Director of IT Service Desk. 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

Please note that the internal title is Support Operational Leader