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Service Operations & Support Leader | Core Business Franchise

Malmö, Skåne County - Explore location Expansion Full time

Job description

At Inter IKEA Systems B.V., we do a lot of different things to make that vision come to life. As the franchisor of the IKEA Concept, it is our job to protect, develop and enable the success of the IKEA Brand, together with our colleagues in other IKEA companies around the world. That can make our work – and our workplace – a bit complex. And that’s why strong, clear communication is key to our success.  
 
We want to become an even more affordable, sustainable, and accessible home furnishing retailer in an omni-channel reality. We bring business, data & technology together to improve how we work, meet customers, and enable us to focus on creating value. So, we can continuously improve and scale IKEA, together with our partners and the many people. 
 
About you  
 
We are looking for a positive leader who is passionate about creating value in an omnichannel environment. The structure means that although there will not be any direct reports, in this matrix managed environment you will still be a people leader with a strong focus on growing people and business. You will have a passion for learning in retail and the possibilities that digital brings, get energy from working with Agile methodology, and have an interest in digital products and the value they add. You are motivated to work in an environment of constant change, and most importantly, can lead by, and share, the IKEA culture & values. 
 
Aside from established leadership experience and effective communication skills, you will be experienced in: 

  • Service Management, in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines. 
  • IT Service Management Systems and technology, to support Managed Services such as automation and monitoring. 
  • Process transformation and optimization  
  • Information security best practices and broad working knowledge of Information Security  
  • Technical management, IT operations management 
  • Multitasking and handling multiple projects  

 
You must also be able to navigate the complexity of the IKEA business and technology landscape. Be able to build trustful relationships with stakeholders and can engage / influence at all levels of the business. For this, you would be expected to learn and understand the IKEA Franchise system, vision, culture, and values, form In-depth knowledge of the IKEA Brand, IKEA culture & values, and the IKEA value chain. You will need an understanding of our role as a franchisor as well as our responsibility within the IKEA system.  
  
You will have formal qualifications (BSc, MSc) in computer science, Business Administration, Management Information System, or related discipline or equivalent.  
 
About us  
 
Our vision, to create a better everyday life for the many people, influences everything we do. It is a vision that lives in the everyday efforts of all co-workers, all over the world.   
 
Fulfilling the IKEA vision requires a strong, efficient, and sustainable business setup. That is why it is built on a franchise system. The IKEA Franchisor, Inter IKEA Systems B.V., is the worldwide owner of the IKEA Concept and has the responsibility to ensure that the IKEA Concept stays attractive and competitive while enabling growth and a profitable business for IKEA franchisees.  
 
Retail Operation Solutions & Support (ROSS) is an integral part of Core Business Franchise. It consists of a team of people with a passion for retail and competence in business and technology. We are moving into a new chapter with an ambition to provide IKEA retailers with a set of digital products and services that are integrated into the IKEA value chain and support the omnichannel IKEA Concept. We call this the Retail Package and it covers key capabilities for retail operations.  
 
Take time to explore the IKEA Franchise system here, and read more about us here.  
 
About the role   
 
As a Service Operations & Support Leader, you will continuously drive, develop, deliver, and support digital products and platforms for retail to enable the successful implementation of the IKEA Omnichannel Concept.  
 
Broadly, the responsibilities will include: 

  • Ownership for all aspects of service delivery assigned to the platform(s), e.g., Incident Management, Event Management, Access Management, Request Fulfilment, and problem management  
  • Providing first-line investigation and diagnosis, leading to resolution of incidents/service  
  • Escalating incidents/service requests that cannot be resolved within the agreed timescales  
  • Contributing to the service strategy, service design, service transition and continual service improvement.  
  • Assistance in applying best practices in service operations, continually driving to improve service and performance. 
  • Contributing to IT Service Delivery in KPIs e.g., number of repeated incidents, average resolution time, average initial response time, etc.  
  • Establishing internal and external agreements as required to fulfil SLA for the platform(s).  
  • Ownership of IT service roadmap for the platform(s) and provide input to an aligned platform roadmap including IT service aspects (e.g., life cycle management) for the platform(s).  
  • Participate in relevant governance forums, steering groups, and other forums connected to the services. 
  • Taking responsibility for/contributing to planning, following-up and communication of IT service-related activities for the platform(s)

A few more details for you  
 
At IKEA we believe that we are better when we are physically together for collaboration, dialogues, and conversations. We believe in the power of human interactions; the informal chats, the energy, belonging, and creativity generated by people being in the same place. Our approach is that we spend most of our time in the IKEA workplace and with the flexibility to work from home when relevant.  
 
This is a full-time role (40 hours per week) located in Malmö, Sweden. You will report to the Service Area Manager in ROSS. 
 
3rd July 2022 is the closing date to apply for this role. Please send your application – CV and motivation – in English and let us know why you would be a good fit. We look forward to hearing from you!