Service Management Leader | Technology & Platform | Operations Management

We are on a journey to transform our digital capabilities, bringing core business processes, people, data, and technology together - an enabler for IKEA to become an even better home furnishing retailer in the future. A journey that needs passionate people who embrace change, dare to question, and want to make a difference. If that sounds like you, come and join us. Together we can do great things! 

About the job 

In this role, you will report to our Service Management manager at IKEA Retail Concept and work closely with peers at Inter IKEA Group to lead towards uniformity and commonality, contributing to the Inter IKEA service management framework and delivering on the needs of IKEA Retail Concept.

We are looking for someone who will contribute to the successful delivery of Products, Platforms and services within a core business by bringing core business processes, people, data, and technology together. You will be a pioneer on the Service Management & Operations journey, empowering our user community in creating a better everyday life for the ‘many people’, by delivering IT services in an efficient and user-focused way. 

More specifically, in this role you will be accountable for: 

• Contribute and work closely together with peers across the totality of Inter IKEA and across IKEA to strengthen and contribute to a strong and relevant IKEA franchise offer. 
• Contribute to defining, implementing, and developing service management capabilities and frameworks to secure service performance, effectiveness, and a great end-user experience of digital services in Core Business Process. 
• Actively contribute to the IKEA Retail Concept Service Management team and the Core Business Process digital community by continuously developing in the area of responsibility. 
• Responsible for service performance capability at Core Business Process by ensuring IT and digital operations meet common Inter IKEA standards. 
• Contribute to the Core Business Process Service Management Roadmap. 
• Continuously develop, improve, and evaluate SM&O capability, performance, and effectiveness within Core Business Process. 
• Responsible for securing the use of Service Transition for onboarding new services/Ensure consistency in how we onboard new solutions/services/products. 
• Actively contributing to projects or activities to implement SM&O capabilities in Core Business Process. 
• Work closely with peers in own Core Business Process to make sure the common SM&O framework is an integral part of ways of working. 

To be successful in the role, the following knowledge, skills, and experiences would be valuable: 

• Minimum of at least 5 years of experience working with the same or similar topics. 
• ITSM frameworks (especially ITIL v4) 
• Managing or improving service operations in a complex organization 
• Ability to build trusting relationships and long-term partnerships with stakeholders at all levels 
• Strong team player with the ability to work in a constantly changing environment 
• Communicative and fluent in written and spoken English. 

About you 

Inspirational leadership: Strong leader who inspires and mobilizes people towards clear objectives, with transformational leadership experience in service management across dynamic, global environments. 

Deep ITIL and IT governance expertise: In-depth knowledge of ITIL frameworks and IT governance models, with proven experience navigating large enterprises and building effective networks. 

End-user and business focus: Passionate about delivering a great end-user experience, with the ability to analyze complex IT environments and drive continuous improvement through ITIL practices, service transition, and process automation. 

Strong communicator and collaborator: Values clarity, communication, collaboration, and builds impactful relationships across functions, regardless of reporting lines, creating influence and inspiration.  
Visionary and adaptable: A pragmatic, visionary leader who is curious, adaptable, and builds trustful relationships across stakeholders, with a track record of achieving ambitious goals. 

You are a big fan of home furnishing and enjoy building a purposeful business by creating engaging and trustful relationships with colleagues, stakeholders, and business partners. As a person, you are appreciated for your collaborative spirit and how you lead with a strong focus on both technology and people. 

About the area 

This role will be focussed on supporting the Retail Concept area of Inter IKEA. You will be situated within the Technology and Platform area within Enabling Functions focuses on leading networks of technological expertise to drive efficiency and standardization. It secures collective learning and competence development across connected areas, fostering growth and innovation. This area is responsible for leading, developing, and operating shared technology capabilities that constitute the Technology Foundation for IKEA. Additionally, it provides services and manages common technology platforms to support enabling functions, ensuring seamless operations on behalf of Inter IKEA. 

This is a full-time role (40 hours per week) based in Delft, Netherlands or Malmö, Sweden, reporting to Service Management Manager Prince Rajan. 

At IKEA, we are looking for people who believe everyone deserves a seat at the table. You’re welcome no matter where you come from, what you believe, and what you look like. We don’t even care how you have furnished your home. We’re interested in you simply because you’re you. Even if your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. We believe that people’s different perspectives, backgrounds, and personalities make us better at understanding our customers dreams and needs. At IKEA, we’re all on the same project.  
  
If you have a special need that requires accommodation in the recruitment process, just let us know.  

Interested? Submit your CV and let us know why you would be a good fit for this role, in English, by July 23rd 2025. Please note due to vacations we will likely be conducting interviews early-mid August 25. Thanks for your patience.