Do you have a passion for turning visionary ideas into groundbreaking frameworks? 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 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 passionate 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, strategic partner, 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 an understanding of how to incorporate this into 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 area of responsibility 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 the various practices.
• 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 area of responsibility 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 negotiation and 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 one of our Service Management Leader, you have the following key previous experiences and skills:
• Formal qualifications in Information Technology, Computer Science or equivalent.
• 5+ years of professional and diverse experience as Process Specialist or similar, driving design and implementation of Service Management in global organization with focus on area of responsibility.
• 5+ years of experience working with driving automation of workflows connected to frameworks and practices.
• 3+ years of demonstratable experience of working with 3rd party IT partners / service providers.
• 2+ years of experience working with ServiceNow and tools related to Continuous Integration/Continuous Delivery (CI/CD).
• Deep knowledge of the area of responsibility.
• Demonstrable experience with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.
• Demonstrable experience of working with iterative, agile product development teams and possessing a good knowledge of agile/scrum and Software Engineering ways of working, including key events and artefacts.
• Demonstrable experience in establishing and managing processes through collaboration with stakeholders.
Your responsibilities
As a Service Management Leader, you will provide expertise and support in the design and implementation of the area of responsibility. Secure fit for purpose, standardized and automated ways of working of the practices as well as support continuous improvement of the practices with all relevant stakeholders across Group Functions and Inter IKEA. You will also drive maturity and optimization of practices and ensure stakeholders are educated to enable effective service delivery across the IKEA value chain.
You will work closely with the IT Practices Leaders, Senior Business Analysts and the strategic partner. Together with the IT Practice Leaders, Senior Business Analysts and the strategic partner, you will drive the modernization journey and follow up on the framework adoption and adherence by engineering teams or Country Service Operations teams across markets.
You will also:
• Actively contribute to process design and improvement initiatives and preparing the basis for decisions with end-to-end process view in close collaboration with relevant people, to drive process effectiveness and efficiency.
• Responsible for day-to-day facilitation of the area of responsibility and support the development of the area of responsibility ensuring the delivery meets objectives and consumer needs.
• Responsible for coordinating the operational handling of area of responsibility across stakeholders.
• Monitor and review the work of teams that manage the execution area of responsibility and act as an escalation point for the operational issues of the area of responsibility.
• Propose and validate maturity enhancements for area of responsibility and related parts in the Service Management platform and beyond.
• Coordinate, assess and analyze business benefit of identified practices improvement potentials to ensure set goals are met and learnings are captured.
• Initiate improvements of the practices, practice models, and the practice handling procedures based on finding in audits and insights on the practices health through data to ensure effectiveness of the practices.
• Actively collect and research consumer requirements and feedback related to the practices and contribute to defining an improvement roadmap In coordination with the Enablement and experience group.
• Collaborate with Enablement & Experience Leaders to ensure consumer adoption of practices and drive new ways of working.
• Review the implementation and establishment of the processes, including ways of working, identifying competence development needs and practice business development orientation.
Together as a team
We see ourselves as influencers – we steer the IKEA business by finding the truth behind the figures. Together we secure compliance with local and international laws and reporting standards; we assure that accounting processes are efficient and that tax compliance meets business needs. We’re a diverse group of people driven by providing reliable financial data to a wide variety of stakeholders. At the end of the day, that’s one of the foundations to make IKEA even better!
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.
