Service Manager - Service Enablement Management

At IKEA, a great co-worker experience is not just a commitment but a core part of our mission to create a better everyday life. We believe that by doing this, we empower them to work efficiently and comfortably in an environment where creativity flourishes, teamwork thrives, and everyone can contribute their best to achieving our shared goals.
We are committed to transforming the way we manage and deliver services to enhance both productivity and satisfaction for the many co-workers across the IKEA value chain. We are digitally transforming the technology landscape and related processes, to ensure a modern workplace for over 177,000 co-workers across our markets utilizing our systems every day.
The Service Enablement Management unit is assigned to enable great co-worker satisfaction and productivity across the IKEA value chain through transformation and persona-based Service Management & Operations offerings and analytics. Also, to enhance co-worker experience through management of consumer journeys, effective change management, and seamless adoption of new processes and technologies. The unit is also responsible for ensuring great organisational performance through optimized vendor operations and performance, and continual improvement of Service Management & Operations’ services’ effectiveness and efficiency.
As part of the transformation agenda for Service Management & Operations, we are now looking for a proactive, resilient and adaptable Service Manager to join us in a key role driving and holding together the transformation agenda across all units, as well as driving vendor management and co-worker experience in Service Management & Operations enabling great experience and delivery of the organisation’s offering.
WHO YOU ARE
You are a strategic leader with a proven track record in strategic planning and execution, particularly in Service Management & Operations, with a strong focus on enhancing co-worker experience and operational efficiency.
Your commitment to operational excellence and your ability to manage and inspire a diverse team makes you the perfect fit to lead our Service Enablement Management unit. We value your ability to drive tailored, persona-based offerings across Service Management & Operations units that meet the unique needs of co-workers across the IKEA value chain, as well as ensure the seamless adoption by consumers of new processes and technologies from Service Management & Operations.
Your innovative thinking and passion for driving transformation allows you to leverage modern technologies such as AI, automation, and advanced analytics to drive significant improvements in service delivery across Service Management & Operations and co-worker productivity across Ingka.
As our Service Manager, you are a leader who encompasses:
Extremely strong vendor management skills and a proven track record (at least 13+ years) of how to drive strategic partnerships to success and integrating service deliveries to or from a service integrator in a complex and global environment.
Demonstrable relevant knowledge of technology and/or software engineering within the relevant areas combined with good knowledge of agile ways of working, how to enable a product- and service-led organisation, knowledge of how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across personas and co-worker journeys.
Deep understanding of Service Level Agreements (SLAs), Experience Level Agreements (XLAs), and other agreements, as well as connecting co-worker experience to business performance, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
Strong influencing skills, with the ability to build trustful relationships and hold stakeholders accountable on any level (junior team members or senior management) both internally and externally.
Deep knowledge of IT governance frameworks, methods, and tools required to deliver excellent IT Service Management and IT Operations capabilities aligned to business and digital needs.
Excellent knowledge and leadership experience in driving and managing tactical and strategic initiatives, as well as a proven track record in driving change management in a fast-paced environment.
Demonstrable ability to challenge supplier solutions by leveraging the technology-functional content knowledge combined with delivery capability.
Requisite education and experience/Minimum qualifications:
Degree with a focus on Engineering, Technology or related areas/equivalent combination of education and experience.
13+ years of experience working with 3rd party IT partners/service providers.
10+ years of and diverse experience equal in Digital Foundation or Digital products and service delivery with proven track record of delivering products and services that provide substantial value.
7+ years of experience in running large, multi-disciplinary teams, including competence development and leading teams across multiple locations. Proven knowledge and ability to transform and optimise processes and behaviors.
7+ years of experience with the services and products within the area.

A DAY IN YOUR LIFE WITH US
As the Service Manager for Service Enablement Management, you will lead a team of 7 co-workers and play a crucial role in Service Management & Operations organisation in transforming Service Management & Operations into a modern capability as we are on a journey to ensure consistent, high-quality delivery of digital products and services across the IKEA value chain that align with business needs and adhere to agreed-upon practices and standards.
You will be responsible co-worker experience across Service Management & Operations offerings, and be responsible for architecting the experiences, adoption, and adherence of tomorrow across Service Management & Operations’ product and services, and related systems in the ecosystem. You will also:
Set and implement a tangible strategy and roadmap for the portfolio of products and services and ensure that the delivery of outcomes architects the experiences of tomorrow meeting consumer needs.
Be responsible end-to-end for business continuity, operational excellence, and outcomes across units towards the strategic partner(s). Take a holistic IKEA value chain approach and secure relevant collaborations and cost efficiency.
Define and follow-up OKRs for a portfolio of products and services together with the teams and key stakeholders to ensure teams are aligned and tracking towards the same goals, as well as establish clear performance metrics, SLAs, XLAs, KPIs, and goals and provide relevant feedback to the Service Management & Operations’ Service Managers through regular performance reviews.
Coach, lead, inspire and develop leaders, ensuring that teams understand the vision, direction, delivery process and responsibilities for assigned initiatives. You will identify team and individual goals and objectives, monitor progress and implement solutions for improvements.
Build, nourish and maintain strong supplier and vendor relationships to ensure excellent product and service delivery across Service Management & Operations organisation.
Manage the portfolio of projects and initiatives on tactical and strategical level across Service Management & Operations in close collaboration with strategic partner.
Work with and manage suppliers to ensure effective outcomes and values.
Guide and help the Service Managers in Service Management & Operations on how the strategic partner perform and actively steer and follow up on improvements.
Apply an in-depth understanding of various delivery models and methodologies, project processes and retail industry practices to secure outcome-driven deliveries into Service Management & Operations and further out to consumers and co-workers.
Identify and secure planning and execution within the units in Service Management & Operations for a holistic delivery by identifying cross functional, cross-service and cross team dependencies.
Manage communications, reporting and escalation to the relevant Service Manager in Service Management & Operations and other relevant stakeholders in a timely and effective manner.
Collaborate closely with other networks of expertise and provide input and requirements to ensure great consumer experience.

TOGETHER AS A TEAM
We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.

QUESTIONS AND SUPPORT? LETS CONNECT!
This role will be based in Bengaluru, Karnataka, India, and will report to the Technology Service Area Manager of Service Management & Operations. It is expected that this role requires travel regularly between the different Digital Hubs.