Senior Service Delivery Leader

Senior Service Delivery Leader You care about making a positive impact in the world You understand greatness requires thinking differently An inclusive and accepting work environment is important to you A job at IKEA is so much more than home furnishings Together we work to make a better everyday life for the many It s the perfect fit if you want to contribute grow and share Join the team and start a better life for yourself Location Bengaluru Employment type Full Time Permanent Department IT Digital Solutions Deadline 2025-11-18 You already applied for this job Candidate profile title What you need to know Candidate profile text - Default language 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 our technology landscape and related processes to ensure a modern workplace for over 177 000 co-workers across markets utilizing our systems every day The Service Delivery Management unit is assigned to optimize end-to-end service delivery processes and ensure consistent high-quality delivery of digital products and services that align with business needs adhering to agreed-upon practices and standards As part of the transformation agenda for Service Management Operations we are now hiring Senior Service Delivery Leader in the Service Delivery Management unit for Fulfilment and Core Services Area This role demands resilience adaptability and a relentless commitment to excellence As a beacon of motivation and guidance you will empower engineering teams to overcome challenges and achieve their highest potential By cultivating a culture of collaboration and innovation every day is an opportunity to inspire lead and make a meaningful difference Key responsibilities title What you ll need to have Key responsibilities text As a senior lead you excel at change management as well as building and maintaining strong partnerships relationships and networks with engineering teams and suppliers to optimize service management capabilities and ensure framework integration and adherence You are obsessed with consumer problems to enhance the co-worker experience understanding their needs and tailoring services to meet those needs effectively You are a change agent who can seamlessly integrate service management practices across engineering teams in Group Digital ensuring consistent high-quality delivery across the IKEA value chain that aligns with IKEA s values and business needs You are skilled in digital service adoption and organizational change management and have strong analytical skills to monitor and report on Service Level Agreements SLAs and Key Performance Indicators KPIs TO BE SUCCESSFUL IN THIS ROLE Strong Service Management skills and how to integrate a strong and modern engineering culture across Group Digital and digital organizations in the markets with a proven track record at least 10 years in managing services in a global organization Strong understanding of software development best practices and of how to lead develop define plan and execute a roadmap to meet business requirements together with relevant stakeholders Demonstrable relevant knowledge of technology and or software engineering within the relevant areas combined with good knowledge of agile ways of working how to enable a product- and service-led organization knowledge of how to set direction create and manage plans set budgets and goals and follow up on OKRs across service delivery framework SLAs and KPIs Proven analytical skills and experience in making decisions based on both hard and soft data Strong negotiation and influencing skills with the ability to build trustful relationships and hold stakeholders accountable at all levels 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 REQUIRED SKILLS EXPERIENCE Degree with a focus on Engineering Technology or related areas equivalent combination of education and experience 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 10 years of experience with the services and products within the area and proven knowledge and ability to transform and optimize processes and behaviours 8 years of demonstrable experience working in agile scrum and Software Engineering environments in complex global organizations 8 years of experience working with 3rd party IT partners service providers 8 years of experience operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4 SAFe Site Reliability Engineering etc Demonstrable experience with ServiceNow and tools related to Continuous Integration Continuous Delivery CI CD Proven experience in Service Management implementation change management digital transformation and working in rapidly changing environments Strong leadership and collaboration skills with experience of leading others including leaders Good to have Knowledge of Fulfilment and Order Management DAY-TO-DAY RESPONSIBILITIES As a Senior Service Delivery Leader you will lead the work of establishing efficient operations and drive the successful delivery and adoption of Service Management Operations products and services across engineering teams in assigned areas You will work closely with colleagues in the Service Delivery Management unit and a virtual team consisting of IT Practice Leaders Service Management Leaders Enablement Experience Leaders and IT Service Desk Leaders to drive excellent end-to-end service delivery in assigned areas You will also Align Service Management practices across areas to ensure consistent robust and complete implementation of service delivery guardrails Collaborate with Senior Engineering Domain Managers to secure the competence and capacity of engineering teams required for great service delivery Build and maintain the service management community in the assigned area ensuring SLAs are met Ensure Service Management Operations capabilities are embedded in engineering teams with sufficient expert support Identify goals and drive implementation of Service Delivery practices ensuring standardized and coherent ways of working Drive the implementation of Service Management-as-Code to ensure stability and rapid recovery from incidents Let s connect Apply now Lets connect Studies show that members of underrepresented communities don t apply for jobs unless they re 100 qualified If this is part of the reason you hesitate to apply we 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 The role is based in Bangalore with some travel between Digital Hubs expected In line with our value of togetherness we believe the best way for us to collaborate and co-create is when we meet in the office This is why we expect you to spend the majority of time in the office We will be interviewing continuously and are looking forward to hearing from you Internal title Senior Service Delivery Leader In this recruitment there is no relocation support provided by IKEA hence we are looking for people living in the mentioned location PLEASE NOTE Please respect that due to GDPR we cannot review any applications coming to us in other ways than through our recruitment program Please submit with your application in English Why you will love us From the deep forests in Sweden we have spread our culture and values around the world At the heart of our offer are our beautiful home-furnishing products and solutions made with care for our planet reaching millions of customers At the heart of our business are our wonderful co-workers representing diversity in all dimensions and passionate for life at home We all contribute with our uniqueness and we want to grow and develop together Our vision to create a better everyday life for the many people inspires and guides us in everything we do This is IKEA What we all have in common Living our values Being your unique self while respecting and including others A passion for home furnishing Performing delivering while learning developing Having fun