Service Management Leader, IKEA

IKEA

Location:
Netherlands, Delft

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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. 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.

Job Responsibility:

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.

Requirements:

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.

Additional Information:

Job Posted:
July 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Management Leader