Service Delivery Manager (Platform Operations Owner)

IKEA group is organized in two main groups of companies, Inter IKEA and INGKA. Inter IKEA owns the product range and the supply chain up until the stores or CDC´s from where INGKA deliver the products to the customers.
Group Digital is a part of INGKA where this role is organized. At INGKA we call this role Platform Operations Owner (PfOO), but you are probably more familiar with the title Service Delivery Manager. As PfOO you will be responsible for all aspects of daily run operations of a group of applications used by Inter IKEA. The responsibility for development of those applications is with your customer at Inter. Since you are responsible for a delivery between two legal entities a basic contract understanding is necessary even though we all operate under the IKEA umbrella.
The PfOO need to understand the platforms/applications they are responsible for, run and improve budget, infrastructure, support processes, contracts, vendor management and customer management. This is done in close collaboration with colleagues inside INGKA such as Business Navigators, Infrastructure Managers, Support Managers, Contract & Vendor Managers and our externally sourced Application Maintenance and Support (AM&S)-teams. Together, under the leadership of the PfOO, these roles deliver the daily run of the platforms to the customers on INTER IKEA, Solution Owners/Product Owners, Solution Architects, Business analysts and the users.
WHY WE WILL LOVE YOU
In this recruitment we need someone who are willing and eager to leave their comfort zone and develop into a jack or queen of all trades. You need to be able to see the big picture while paying attention to detail. You need to be a people person and understand technology. You need to be creative and work with repetitive tasks. You need to be a sales person and a purchaser. You need to be a team player and be able to work on your own. We are in a transformation between waterfall and agile, so you need to understand and navigate a mixed landscape of working methods.
We believe you have a background as a Service Delivery Manager, Product Owner, Solution Owner, Solution Architect or Business Analyst or a more technical background from infrastructure, integration or service/support center. You are strong in building relationships. Through good relationships you reach tangible results and world class deliveries to Inter IKEA. You share and live the IKEA culture and values.
You have knowledge in following areas:
Strong stakeholder management skills.
Proven successful work with at least two of the listed below
IT Support management
Infrastructure
Integrations
Budget/Financial follow up
Vendor/Contract management
Customer Relationship

We realize it is very difficult to find a candidate who “ticks all boxes” for this position. Having the right mindset and willingness to learn and develop will carry you along way. It is vital that you find complex situations interesting and that you have the ability to achieve partial resolutions. You need to understand the complexity of IKEA business and the role of technology as an integrated part of the business.
Good written and verbal communication skills (English is required)
Experience from or knowledge of the IKEA Web solutions or planning tools is a plus and this recruitment is for a PfOO in the IKEA Planning Experience area.

YOUR RESPONSIBILITIES
As a Platform Operations Owner - PFA Inter you support, operate and maintain a group of platforms. You balance development, life cycle management and ensure platform functionality and stability.
You will:
Support all aspects of IT service delivery within the assigned platform area, operations, IT support, life cycle management and IT Service continuity management and IT Service performance in accordance with service level agreements.
Lead and operate in all aspects of IT Service Delivery ensuring compliance with legislations, policies and other requirements.
Be accountable for operational supplier management, e.g. responsibility for operational delivery and handling of system failures and new version rollouts.
Establish and maintain SLA with SO in Inter.
Establish internal and external agreements as required to fulfil SLA for the platform.
Manage platform budget and forecasts, follow up cost development and proactively drive improvements in cost efficiency.
Continually review and align license forecast and to ensure license compliance.
Continuously maintain an LCM-plan for infrastructure components used by the platforms and communicate it to Solution Owner.
Support the Platform Operations Manager with insights for ensuring platform availability and performance.
Engage with Platform Engineering Manager and/or Chapter Leads regarding resources and functional expertise required for run-related changes.
Help in applying best practice in service operations, continually driving to improve service and performance.
Work across initiatives within INGKA and INTER Group and steer solutions towards the correct architecture.

In this role you will report to the Platform Operations Manager.
This role is located in Helsingborg, Sweden.
ABOUT THIS WORK AREA
We set the digital agenda to keep IKEA leading in an uncertain and fast moving environment. We drive the development and operation of our digital products and services using new and existing technology and agile delivery methods.
We develop and extend the technical, people and business related skills needed to ensure continuous development and growth of our digital capability.