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

What you need to know

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.

What you'll need to have

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.

Apply now

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.