Skip to main content

Capability Development Manager (Service Management)

Delft, South Holland - Explore location IT & Digital Solutions Full Time

Job description

Company description

You see things a little differently. So do we. Leadership at IKEA is simple, clear and humble. We’re not fans of bureaucracy and complicated hierarchy. We believe that what you value is more important than what your CV says. Come see things a little differently with us.

About us

Inter IKEA Group brings together three core businesses: Franchise, Range and Supply. Together we work constantly to improve the IKEA home furnishing offer and make it more accessible for the many people. 

Our aim is to provide our partners in the franchise system with the best conditions to implement and operate the IKEA Concept, and to create a strong foundation for future expansion and growth. Read more about us at

Together, we create a workplace where everyone feels free to be themselves – to experiment, try new ways, and dare to ask, “What if…?” We believe in everyday personal growth and offer the opportunity to develop your career globally.

Job description

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 shared digital foundation for Inter IKEA Group.

With your peers, you will develop a modern IT Service Management operating model that is a paradigm shift from traditional ways of working. It will embrace transparency, agility and end-to-end business value at its heart. 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.

More specifically, in this role you will be responsible for:

  • Lead development and implementation of a common IT Service Management Framework, including ITIL4 practice, governance and organizational dimensions, together with the network of expertise.
  • Contribute to the development and implementation of the IT Service Management Platform, based on ServiceNow.
  • Work as an ambassador across Inter IKEA Group by engaging in maximizing the use of IT Service Management Framework
  • Setting the direction for IT Service Management continuous improvements that are to be executed by Product / Platform teams and shared IT Service Management capability and contribute with coaching and insights within selected IT Service Management practices.
  • Drive budgeting and cost management for the IT Service Management Framework area incl. both team and tooling dimensions, securing IT IT Service Management is executed in a cost-conscious.

In this role you will report to Group Service Management & Operations Manager and work 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. You will empower talents in your own area by securing a competent and high performing team. You will enable movements by bringing people on the journey in a step by step approach.

Since this is a new role in a new team, you understand that changes in responsibilities may arise over time. You will play a key part in identifying opportunities for improvements.


We are on the journey to transform our digital capabilities, bringing core business processes, people, data & technology together - an enabler for IKEA to become an even better home furnishing retailer in the future. A journey that needs passionate people who embrace change, dare to question and want to make a difference. If that sounds like you, come and join us. Together we can do great things.

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

To be successful in this role, we believe you are a strong leader able to inspire and mobilize people towards clearly set objectives. You are passionate about IT Service Management as a business enabler and have extensive knowledge and experience from implementing a modern IT Service Management operating model in a global context.

We are looking for a visionary, pragmatic and adaptable senior leader with strong willpower. You are curious and able to build trustful relationships and networks with stakeholders, business partners and franchisees. You have the capability to navigate and lead business and people in a complex, ambiguous and fast-changing business and technology environment.

You have strong IT Service Management knowledge and extensive experience (10+ years) with Service Management practices

  • Continual Service Improvement
  • Incident Mgmt
  • Knowledge Mgmt
  • Problem Mgmt
  • Service Catalogue Mgmt
  • Service Level Mgmt
  • Service Measurement & Reporting
  • Service Request Mgmt., IT Asset Mgmt
  • Service Configuration Mgmt.

You also have 5+ years of experience with leading implementation of the ITSM practices and deep knowledge of frameworks such as ITIL4, SAFe (or similar), SRE and ability to transform them into practice.

You also have experience with modern IT Service Management platforms, preferably ServiceNow, and tools and automation within the area.

More Information

This position is full time and is located in Delft, Netherlands. Travels, mainly to Sweden, will be required. If you have any questions about the role, please reach out to Hanna Waltercrantz ( Group Service Management & Operations Manager – Inter IKEA Digital. 

You might have some questions about the recruitment process, and we are more than happy to answer those! Feel free to connect with the Lisen Götze, People & Culture (

We want to understand the why! Tell us, as part of your application, why you think you would be a good fit for this role. Applications without a motivation letter will not be taken into consideration. 16th of December is the closing date to apply for this role.

Please note that internal candidates will be taken into consideration first.