Service Delivery Leader, Country Service Operations, Ingka Group

As part of the transformation agenda for Service Management & Operations, we are now hiring a Service Delivery Leader in the Country Service Operations unit in Helsingborg, Sweden.
This role demands resilience, adaptability, and a relentless commitment to excellence. As a beacon of motivation and guidance, you will empower engineering teams to overcome challenges and achieve their highest potential. By cultivating a culture of collaboration and innovation, every day is an opportunity to inspire, lead, and make a meaningful difference.
This role is about infusing energy and passion into every project, turning ordinary service into extraordinary journeys. With a spirit of curiosity and a heart full of empathy, you lead with a spark that ignites enthusiasm and drives your team to new heights. As a Senior Service Delivery Manager, you transform the mundane into the magical, crafting a legacy of excellence and making every day a celebration of success and growth.
To be successful in this role, we are looking for seasoned leaders who encompass:
Very strong Service Management skills and how to integrate a strong and modern digital culture across Group Digital and digital organisation in the markets with a proven track record (at least 7+ years) in managing services in a global organisation.
Demonstrable relevant knowledge of technology and/or software engineering within the cluster of responsibility combined with good knowledge of agile ways of working, how to enable a product- and service-led organisation, knowledge of how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across service delivery framework, SLAs and KPIs.
Deep understanding of software development best practices, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
Strong continuous capability of benchmarking your product and service offerings against competitive and best-in-class digital products and services, and you can adjust your strategy and roadmap accordingly.
Proven analytical skills and experience in making decisions based on both hard and soft data. Decisive, able to think strategically with the big picture on hand and attention to detail where needed, but also quickly shift to tactical and operational thinking when needed.
Strong negotiation and influencing skills, with the ability to build trustful relationships and hold stakeholders accountable on any level (junior team members or senior management) both internally and externally.
Proven track record of leading high-performing teams and driving change management in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.



As our Service Delivery Leader, you have the following key previous experiences and skills:
Degree with a focus on Engineering, Technology, or related areas/equivalent combination of education and experience.
7+ years of diverse experience in Digital Foundation or Digital products and service delivery with a proven track record of delivering products and services that provide substantial value.
7+ years of experience with the services and products within the area and proven knowledge and ability to transform and optimise processes and behaviors.
5+ years of experience in running large, multi-disciplinary teams, including competence development and leading teams across multiple locations.
3+ years of experience working with 3rd party IT partners/service providers.
Demonstratable experience of operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.
Demonstratable experience with ServiceNow and tools related to Continuous Integration/Continuous Delivery (CI/CD).
Proven experience in change management, digital transformation and working in rapidly changing environments.
Strong demonstrated technical competence for the area of responsibility.
Demonstratable experience in working in agile/scrum and Software Engineering environments in complex global organisation.
Strong leadership and collaboration and skills with experience of leading others, including leaders.



DAY TO DAY RESPONSIBILITIES
As a Service Delivery Leader, you will lead the work of establishing efficient operations and lead the successful delivery and adoption of products and services in the area of responsibility for the country service operations teams by managing relevant strategic, tactical and operational activities as the main interface towards internal stakeholders.
You will work closely with your colleagues in Country Service Operations unit and also with IT Practice Leaders, Service Management Leaders, Enablement & Experience Leaders and Support Operations Leaders across Service Management & Operations, as well as with teams beyond Service Management & Operations such as Connectivity, Hosting, Digital workplace and the Physical customer meeting point , to drive excellent end-to-end product and service delivery across Ingka markets. You will play an important role in this transformation as we are on a journey to ensure consistent, high-quality delivery of digital products and services across the IKEA value chain that align with business needs and adhere to agreed-upon practices and standards.
QUESTIONS AND SUPPORT? LET’S CONNECT.
The role will be based in Helsingborg, Sweden, and will report to the Service Manager of Country Service Operations unit. 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.