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Senior Service Delivery Manager

2 months ago

Helsingborg, Skåne, Sweden IKEA Full time
About this role

We are seeking a seasoned Senior Service Delivery Manager to join our Service Enablement Management team at IKEA. As a key member of our organization, you will play a crucial role in driving and holding together the transformation agenda across all units, as well as driving vendor management and performance management in Service Management & Operations.

Key responsibilities
  • Build and maintain strong partnerships, relationships, and networks with strategic partners and across Service Management & Operations to ensure that operations align with organizational goals across units through effective governance and performance optimization.
  • Utilize data-driven insights to inform decision-making and improve service performance and create a game-changing co-worker experience through modern practices.
  • Leverage modern technologies such as AI, automation, and advanced analytics to drive significant improvements in service delivery across Service Management & Operations and co-worker productivity across the IKEA value chain.
  • Develop and execute a roadmap to meet business requirements together with relevant stakeholders, ensuring alignment with organizational goals and objectives.
  • Manage the portfolio of projects and initiatives on tactical and strategic levels across Service Management & Operations in close collaboration with strategic partners.
  • Establish clear performance metrics, SLAs, XLAs, KPIs, and goals and provide relevant feedback to Service Managers in Service Management & Operations through regular performance reviews.
  • Guide and help Directors in Service Management & Operations on how the strategic partner performs and actively steer and follow up on improvements.
  • Apply an in-depth understanding of various delivery models and methodologies, project processes, and retail industry practices to secure outcome-driven deliveries into Service Management & Operations and further out to consumers and co-workers.
Requirements
  • 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 product and service delivery with a proven track record of delivering products and services that provide substantial value.
  • 10+ years of experience working with integrated service deliveries to or from 3rd party IT partners/service providers.
  • 8+ years of experience in leading and driving and managing tactical and strategic initiatives.
  • Excellent knowledge and leadership experience in driving and managing tactical and strategic initiatives.
  • Excellent knowledge in how to deliver outcomes and unlock/enable business value in complex ecosystems, programs/project. Strong Planning, execution, and risk management skills.
  • Good knowledge of driving organizational metrics through OKRs or similar performance metrics.
  • Good knowledge of IT governance frameworks, methods, and tools required to deliver excellent IT service management and IT operations capabilities aligned to business and digital needs.
  • Demonstrable ability to identify, plan, and execute for the holistic delivery, by identifying cross-functional, cross-team dependencies and taking the needed actions to resolve them proactively and in a timely manner.
  • Demonstrable experience of operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.
About IKEA

IKEA is 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.