Service Management Leader

Service Management Leader – Incident Management

At IKEA, we aim to make healthy and sustainable choices affordable and accessible for all. To make that happen, we need people with imagination. People who know that everyone has a right to feel at home. People who share our vision of a better everyday life. Together we’ll innovate the future of life at home through data, technology, retail and home furnishing know-how. We need future architects, down-to-earth data scientists, unboxed engineers, cyber guardians, common sense makers and more! Are you one of them?

We will be doing some amazing things at Core Business Franchisee Data & Technology; therefore we need some amazing people – this position is not an exception.

We are looking for someone to join us in our journey to build up our IT Service Management-capability and establish it as part of our digital foundation for Core Business franchisee.

Together with the IT Service Management network of expertise, you will contribute to developing a modern Incident Management capability and supporting technology landscape that will embrace transparency, agility and end-to-end business value at its heart. The expectation for this role is to expand it with managing the Problem Management process in your assigned area when the Incident Management process is established. You have a passion for enabling business in creating a better everyday life for the ‘many people’ by ensuring an efficient and user-centric way for delivering IT services across IKEA.

You will manage the Incident Management capability in your assigned area securing competent and high performing teams and leaders. To inspire and empower co-workers and leaders to perform to the best of their abilities and continuously develop in their assignments.
Together with the process owner, platform team and other stakeholders implement the Incident Management capability
Ensure all relevant staff have the required training in the practice and are aware of their role in the practice
Managing the day-to-day activities of the process; ensuring operating procedures are documented to support the activities.
Monitoring and controlling the detection, recording, assignment, escalation, and resolution of incidents.
Reviewing incidents to check for quality and completeness.
Driving the efficiency and effectiveness of the incident management process.
Reporting on Incident Management Process metrics and adherence to process and SLAs, OLAs, and UCs.
As a Problem Manager you will be responsible for the overall process in your area, ensuring the investigation of root causes and resolution of problems.
In this role you will report to our Service Management & Operations Manager in Core Business Franchisee working closely with the IT Service Management network of expertise as well as other stakeholders across Inter IKEA Group digital to lead towards uniformity and commonality. Incident Management is a high volume process which means that enabling training, documentation and communication for our stakeholders are key success factors in this area.

We will be doing some amazing things at Core Business Franchisee Data & Technology; therefore we need some amazing people – this position is not an exception.

To be successful in this role, we believe you have In-depth knowledge of IT Service Management with focus on Incident Management. You have experience in navigating yourself in large enterprises and able to build relationship and networks to optimize the way of working in the capability.

You have strong negotiation skills to support the uniformity and commonality of the Incident Management process.

Experience with implementing Incident Management in ServiceNow is recommended.

The closing date to apply for this role is the 31 of August. Please send your application with a CV and motivation letter in English and tell us why you would be a good fit. We really want to get to know you, so make sure you tell us why you are interested in this role, and why you would be a good fit. Applications without a motivation letter will not be taken in consideration.  

If you have questions about the role please contact recruiting manager Prince Rajan at prince.rajan@inter.ikea.com or if you have questions about the process, feel free to connect with the recruiter Ingmarie Olsen at ingmarie.olsen@inter.ikea.com.