Team Manager

Team Manager, Support Management Unit, IKEA IT Service Desk

This is the unit that will secure that we deliver IT support according to our service level agreements. The unit will be responsible of securing that we are prepared and ready to take on the support for new services and work in close cooperation with IT support groups.

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 the Support Management is 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.

In your position as Team Manager in Support Management within Service Desk your assignment is to secure the team deliveries according to priorities by developing business and people together. We want YOU who want to take responsibility and grow with the task to support & develop IKEA. Develop a competent and high performing organisation, based on today?s and tomorrow?s needs. Secure competencies and common ways of working in your team. As manager you are also responsible towards Service Management and external stakeholders with the support area.

To be successful in this position you need to have a passion for support and have the end user need in focus. You have the ability to take lead and hold firm to the Support Management concept. You need to have great communication skills and networking skills.
We are looking for you who are open to cultural differences and see them as a resource. You have a proven leadership experience and it is crucial that you are good in creating and keeping good relations and that you are goal and result oriented. You have the ability to express opinions, information and key points of an argument clearly. You enjoy improving our ways of working,

You have good knowledge of IKEA IT Delivery?s two delivery models, Service Management and Project Management and the delivery processes, i.e. Service Transition process for new services and major enhancements. You appreciate to give & receive feedback in an open and honest way.

We put great emphasis on your personal qualities and want you who take your own initiatives to make things happen, you don?t give up easily. As a person you are open to new ideas and not afraid to try them out. Of course you are fluent in English, speaking as well as in writing.

For more information about the position, please 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 +46 476 58 75 00.