Support Implementer

Support Implementer, Support Management Unit, Helpdesk, IKEA IT Delivery

The IKEA IT Delivery Helpdesk provides IT Support to all IKEA co-workers globally in cooperation with the Country IT co-workers. Helpdesk has around 250 co-workers divided into 9 locations in four time zones. We provide support in 24x7 hours and in multiple languages. Currently we work and are organised in ?business functions?, i.e. Retail/ Supporting/ Range & Supply. This is now about to change and early January 2015; we started to implement a new organisation to better meet the increasing demands from IKEA for IT Support.

By June 1st, all Support Managers, Incident Managers, Problem Managers and two new roles called Knowledge Manager and Support Implementer, will be organised in one unit; Support Management. This is to increase focus on delivery from the service dimension and to secure common and efficient ways of working. The unit will be located at the sites where we today have Service Management, Wallau, Dortmund, Älmhult and Helsingborg. This unit works cross-functional and is part of the Service Management Organisation and acts on behalf of Service Manager/Service Owner in close cooperation with the IT support groups.

The Support Implementer is the entry point in Support Management regarding support needs for all projects and major enhancements, before handover to the line organisation. The Support implementer ensures a smooth transition through all levels of the support chain, and readiness in the line organisation to support new services or releases. The Support Implementer is available to assist Support Managers in non-major enhancement activities when required. The Support Implementer always has end-user satisfaction and end-user productivity in focus.

The Support Implementer works in close cooperation with projects and major enhancement teams, as well as Support managers and is responsible for managing all support needs within projects and major enhancements including defining support requirements towards projects. The Support Implementer is also responsible for reviewing and providing input to and sign-off the support part in the SLA, defining support flows, writing support OLA, and securing line organisation commitment to these.

For more information about the position, please visit www.ikea.se or contact Global Helpdesk Manager Anders Davidsson +46 (0) 732 -321530. If you have any questions about the recruitment process you are welcome to contact IKEA HR Service Centre 0476-58 75 00.