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Group IT Service and Operations manager

Delft, South Holland IT & Digital Solutions Full Time

Job description

About us
Inter IKEA Group brings together three core businesses: Franchise, Range & Supply and Industry. Together we work constantly to improve the IKEA home furnishing offer and make it more accessible, affordable and sustainable 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.

We offer an open working environment where everyone feels comfortable to experiment, try new ways and dare to ask: “What if…?” And we offer possibilities for you to develop yourself and your career globally.

About the role

As the IT Service and Operations manager, you are accountable for the development of a fit-for-purpose Service strategy for the Inter Ikea group.  The service strategy will define what core ITIL processes we will have to focus on and will cover, but not limited to:

  • Service Catalogue Management
  • Service Performance Management
  • Service Transition Management
  • Service Operations

The Service Manager will increase the service management maturity for Inter Ikea group, ensure we have consistent processes and tools across the group and we get the right services at the right cost with the right service levels.

 Responsibilities - in this role you will:

  • Be responsible for developing and implementing service strategy for Inter Ikea group.  Define which services are strategically important for Inter Ikea Group and ensure we build the right capabilities to deliver these services.
  • Provide and maintain a single source of consistent information on all IT services, i.e. both business-facing and technical service catalogue.
  • Define and manage service level agreements with customers.
  • Ensure the IT operations are performing against the agreed service levels.  Put IT service improvement programs in place to drive service and cost efficiency
  • Work closely with the strategic sourcing team to develop a sourcing strategy for IT services
  • Manage external service providers.  Ensure the right metrics are in place to measure performance of IT service providers.
  • Work closely with the IT project managers to ensure that the new IT services will properly transitioning into live services.
  • Ensure that we harmonise the service management processes and tools across Inter Ikea Group and implement ITIL best practices.
  • Serve as point of escalation, review and approval for key issues and decisions for all Service Management and Operations domains.

Skills and Qualifications

  • Master in computer science or related field or similar through experience.
  • 15+ years experience in technology roles where 5 + years in service management or service operations roles
  • Service focus: Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.  Ensure rigorous application of information security/ information assurance policies, principles, and practices in the delivery of customer support services.
  • Strategic thinking: Able to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. Can focus on outcomes rather than solutions and activities.
  • Understanding of service management framework: Has an in-depth Understanding of Service Management Framework principles and processes and the ability to apply the technical knowledge in project or programme activities.  Certifications in ITIL, ITSM, COBIT or other relevant frameworks in i.e. Service Operation, Operational Support and Analysis, Service Strategy, Continual Service Improvement, Service Catalogue
  • Broad technical understanding: ability to deliver the responsibilities and tasks for their role. This relates to the application of the required breadth and depth of technical knowledge. This also includes staying abreast of industry developments to make cost effective use of new and emerging tools and technologies.
  • Continual service improvement: Identifies and explores opportunities for service and business improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
  • Experience in Service Automation is a plus.

A few more details for you
This is a full-time role (40 hours per week) based in Delft (The Netherlands), reporting to the Inter IKEA Group Chief Information Officer, Digital Transformation.

November 24 2019 is the closing date to apply for this role. Please send your application – CV and motivation – in English and tell us why you would be a good fit for this role. We look forward to getting to know you!