Service Management Leader (m/f/d) Supply Chain Development

at  IKEA

Job ID: REF19612H
Date posted: 31/10/2024
Company description
Inter IKEA Group brings together three core businesses: Franchise, Range and Supply. Together we work constantly to improve the IKEA home furnishing offer and make it more accessible for many people. You will be part of IKEA Supply and the Supply Chain Development organisation. IKEA Supply is responsible for securing that the product offer is produced and delivered to our customers. We lead the supply agenda across many functions and work together with all business areas, different business units, but also retail markets to secure customer availability in all markets and sales channels at lowest total cost.
Together, we create a workplace where everyone feels free to be themselves – to experiment, try new ways, and dare to ask, “What if…?” We believe in everyday personal growth and offer the opportunity to develop your career globally. At IKEA we have a vibrant culture where ideas are heard, where there is opportunity to learn new skills and where the goal always is “to create a better everyday life for the many people”. We give down-to-earth, straightforward people the possibility to grow, both as individuals and in their professional roles. We offer this position in a fast paced, truly global environment with an endless supply of challenges and development opportunities.
Job description
The Intelligence Automation Centre of Excellence has the assignment to create value by providing automation solutions and simplify the life of our IKEA co-worker, working hand in hand with the business and product teams.

This role includes essential duties and responsibilities:

• Provide leadership and guidance to IA operations team on best practices and methodologies.
• Create and maintain governance frameworks to ensure compliance with organizational standards and best practices.
• Identify and mitigate operational risks to ensure service reliability and stability.
• Oversee relationships with external vendors to ensure high-quality service delivery.
• Track vendor performance against SLAs and take corrective action as needed.
• Generate and present performance reports on IA operations to stakeholders.
• Maintain clear communication with stakeholders to meet their needs and expectations.
• Implement mechanisms to collect and address stakeholder feedback for continuous improvement.
• Develop standardized processes and methodologies for the IA support team.
• Promote best practices and effective methodologies in IA operations.
• Act as the first point of escalation for business stakeholders for IA operations, ensuring timely resolution of issues.

In this role you will report to our Intelligent Automation Service Area manager in Data & Technology at IKEA Supply.
Are you looking for the challenge of your life? Come on board!
Qualification
We are on the journey to transform our digital capabilities, bringing core business processes, people, data & technology together - an enabler for IKEA to become an even better home furnishing company 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.
We’re doing some amazing things in IKEA Supply; therefore, we need some amazing people – this position is not an exception.

To be successful in this role, we believe you MUST have:

• Experience:
• 6+ years of experience in IT service management, with a focus on operations and delivery.
• Proven track record of managing intelligent automation solutions and operations.
• Experience working with ServiceNow for IT service management.
• Experience with ITIL or similar service management frameworks
• Technical Skills:
• Strong understanding of intelligent automation technologies, including RPA (Robotic Process Automation), AI, and machine learning.
• Proficiency in service management tools and platforms, particularly ServiceNow.
• Ability to analyze and interpret performance data to drive decision-making.
• Qualifications:
• Bachelor’s or master’s degree in information technology, Computer Science, Business Administration, or related field.
• Certifications:
• ITIL certification or equivalent service management certification is highly advantageous
• Core Competencies:
• Exceptional leadership and team management skills
• Strong problem-solving and analytical abilities
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• High level of organizational and multitasking skills

The IKEA culture and values are crucial for our business and day to day work life. For you to thrive and grow with IKEA it’s important for us that you share our values! You can read more regarding our values and life at IKEA on our website www.ikea.com or just watch this video: https://bit.ly/ikea-what-if
More Information
We offer you a position in a fast paced, truly global environment where development and constantly being on the way is in focus! And as the world’s leader at life at home, you have exceptional opportunities to grow together with us in an international network with future oriented projects and technical innovations. At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us!
The position is full time and based in Dortmund, Germany.
Submit your application online and in English via our recruitment system SmartRecruiters (please note that applications sent via e-mail will not be accepted) latest on the 27th November 2024. If you have any questions about the actual recruitment process, please send a message to our recruiting team via SmartRecruiters and we will come back to you. In case of questions connected to the role, please reach out to hiring manager Akash Jha (akash.jha1@inter.ikea.com).
At IKEA, we continuously look for better ways of working, following our vision to create a better everyday life for the many people. It is in our culture to work together and to be open, straightforward, and inclusive. We welcome all applications. Our culture and values are based on equal opportunities, and we are happy to consider applications from individuals with disabilities.

This role includes essential duties and responsibilities:

• Provide leadership and guidance to IA operations team on best practices and methodologies.
• Create and maintain governance frameworks to ensure compliance with organizational standards and best practices.
• Identify and mitigate operational risks to ensure service reliability and stability.
• Oversee relationships with external vendors to ensure high-quality service delivery.
• Track vendor performance against SLAs and take corrective action as needed.
• Generate and present performance reports on IA operations to stakeholders.
• Maintain clear communication with stakeholders to meet their needs and expectations.
• Implement mechanisms to collect and address stakeholder feedback for continuous improvement.
• Develop standardized processes and methodologies for the IA support team.
• Promote best practices and effective methodologies in IA operations.
• Act as the first point of escalation for business stakeholders for IA operations, ensuring timely resolution of issues

To be successful in this role, we believe you MUST have:

• Experience:
• 6+ years of experience in IT service management, with a focus on operations and delivery.
• Proven track record of managing intelligent automation solutions and operations.
• Experience working with ServiceNow for IT service management.
• Experience with ITIL or similar service management frameworks
• Technical Skills:
• Strong understanding of intelligent automation technologies, including RPA (Robotic Process Automation), AI, and machine learning.
• Proficiency in service management tools and platforms, particularly ServiceNow.
• Ability to analyze and interpret performance data to drive decision-making.
• Qualifications:
• Bachelor’s or master’s degree in information technology, Computer Science, Business Administration, or related field.
• Certifications:
• ITIL certification or equivalent service management certification is highly advantageous
• Core Competencies:
• Exceptional leadership and team management skills
• Strong problem-solving and analytical abilities
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• High level of organizational and multitasking skill