Director - IT Service Desk
Ikea UK
Candidate profile (title) What you need to know Candidate profile (text) - Default language At IKEA, we are committed to transforming the way we manage and deliver services to enhance our co-worker experience and drive operational excellence. 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 IT Service Desk unit is assigned to provide a single point of contact and communication and ensure prompt and efficient resolution for end users seeking assistance, reporting IT issues, and requesting Digital Products and Services.
As part of the transformation agenda for Service Management & Operations, we now seek a proven Service Manager for the IT Service Desk unit who will be responsible for architecting the experiences of tomorrow across the IT Support channels to drive a compelling co-worker experience!
You will hold the responsibility for driving operational excellence with an omnichannel mindset for all the touchpoints enabling a modern IT Service Desk capability minimizing business disruption. The role will be responsible for leading and steering through the team and the strategic partner the development and operation of IT Service Desk that excites and enables Ingka co-workers and the overall growth of IKEA in a fast-developing digital world.
WHO YOU ARE
You are a forward-thinking professional and an experienced leader with extensive expertise in managing an IT Service Desk serving 177,000+ end-users globally.
You are deeply committed to enhancing the co-worker experience, understanding their needs, and tailoring services to meet those needs effectively. As a strategic leader, you excel at building and maintaining relationships with suppliers to optimize service management capabilities and reduce costs.
You thrive in a fast-paced environment and are driven by the desire to revolutionize service performance. Your ability to foster strategic partnerships and drive efficiency and innovation through Artificial Intelligence (AI), automation, and data analytics makes you the perfect fit to lead our IT Service Desk to new heights.
As our Service Manager, you are a leader who encompasses:
Extremely strong Service Management skills and knowledge of user experience principles to design intuitive self-service portals and enhance the co-worker experience, with a proven track record (at least 13+ years) in managing services in a global organisation.
Strong vendor management skills and a proven track record (at least 7+ years) of how to drive strategic partnerships to success.
Demonstrable relevant knowledge of technology within the relevant areas combined with good knowledge of agile ways of working and how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across IT support channels and practices.
Deep understanding of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
Strong continuous capability of benchmarking your product and service offerings against competitive and best-in-class digital products and services, and you can adjust your strategy and roadmap accordingly.
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.
Proven track record of building and leading high-performing teams and driving change management in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.
Requisite education and experience/Minimum qualifications:
Degree with a focus on Engineering, Technology or related areas/equivalent combination of education and experience.
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 working with 3rd party IT partners/service providers.
7+ years of experience with the services and products within the area.
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. Key responsibilities (title) A day in your life with us Key responsibilities (text) As our Service manager in the IT Service desk unit, you will lead a team of 6 co-workers and play a pivotal role. You will hold the crucial responsibility for the IT Service Desk including the IT Support channel strategy, you play an important role in this transformation as the IT Service Desk is the main interface for Group Digital towards all Ingka co-workers.
You will, together with the strategic partner, set a new standard for how to deliver the IT Service Desk capability at IKEA and elevate the end users to new heights by leveraging emerging technologies, uplifting the operational performance and transforming the end-user support journey. 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 within the unit. Take a holistic IKEA value chain approach and secure relevant collaborations and cost efficiency.
Continuously follow up on operational performance to ensure great end-user experience.
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.
Collaborate closely with the Service Managers in Service Management & Operations and leaders in other Functions and digital organisations in the markets to are driving strategic and tactical topics.
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.
Own and manage the budget and financial outlook for the unit and proactively drive improvements in cost efficiency to ensure affordable IKEA.
Influence and ensure the buy-in with product teams and other key stakeholders to secure successful project implementations and product and service adoption.
Business Partnering with internal and external stakeholders like leaders in other Group Functions, Group Digital Product teams, Inter IKEA, markets, suppliers & other relevant stakeholders and be the escalation point for issue resolution.
Manage the provision of and work closely with managed services and strategic partner to ensure excellent service delivery.
Work closely with colleagues in Service Management & Operations leadership team to shape and transform the Service Management & Operations organisation to be the team of choice by keeping everyone highly engaged, connected, informed and with a growth mindset. Team vision ( title) About this work area Team vision (text) 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. Let's connect Questions and support? Let's connect! Let´s 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.
The IT Service Desk unit is assigned to provide a single point of contact and communication and ensure prompt and efficient resolution for end users seeking assistance, reporting IT issues, and requesting Digital Products and Services.
As part of the transformation agenda for Service Management & Operations, we now seek a proven Service Manager for the IT Service Desk unit who will be responsible for architecting the experiences of tomorrow across the IT Support channels to drive a compelling co-worker experience!
You will hold the responsibility for driving operational excellence with an omnichannel mindset for all the touchpoints enabling a modern IT Service Desk capability minimizing business disruption. The role will be responsible for leading and steering through the team and the strategic partner the development and operation of IT Service Desk that excites and enables Ingka co-workers and the overall growth of IKEA in a fast-developing digital world.
WHO YOU ARE
You are a forward-thinking professional and an experienced leader with extensive expertise in managing an IT Service Desk serving 177,000+ end-users globally.
You are deeply committed to enhancing the co-worker experience, understanding their needs, and tailoring services to meet those needs effectively. As a strategic leader, you excel at building and maintaining relationships with suppliers to optimize service management capabilities and reduce costs.
You thrive in a fast-paced environment and are driven by the desire to revolutionize service performance. Your ability to foster strategic partnerships and drive efficiency and innovation through Artificial Intelligence (AI), automation, and data analytics makes you the perfect fit to lead our IT Service Desk to new heights.
As our Service Manager, you are a leader who encompasses:
Extremely strong Service Management skills and knowledge of user experience principles to design intuitive self-service portals and enhance the co-worker experience, with a proven track record (at least 13+ years) in managing services in a global organisation.
Strong vendor management skills and a proven track record (at least 7+ years) of how to drive strategic partnerships to success.
Demonstrable relevant knowledge of technology within the relevant areas combined with good knowledge of agile ways of working and how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across IT support channels and practices.
Deep understanding of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
Strong continuous capability of benchmarking your product and service offerings against competitive and best-in-class digital products and services, and you can adjust your strategy and roadmap accordingly.
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.
Proven track record of building and leading high-performing teams and driving change management in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.
Requisite education and experience/Minimum qualifications:
Degree with a focus on Engineering, Technology or related areas/equivalent combination of education and experience.
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 working with 3rd party IT partners/service providers.
7+ years of experience with the services and products within the area.
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. Key responsibilities (title) A day in your life with us Key responsibilities (text) As our Service manager in the IT Service desk unit, you will lead a team of 6 co-workers and play a pivotal role. You will hold the crucial responsibility for the IT Service Desk including the IT Support channel strategy, you play an important role in this transformation as the IT Service Desk is the main interface for Group Digital towards all Ingka co-workers.
You will, together with the strategic partner, set a new standard for how to deliver the IT Service Desk capability at IKEA and elevate the end users to new heights by leveraging emerging technologies, uplifting the operational performance and transforming the end-user support journey. 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 within the unit. Take a holistic IKEA value chain approach and secure relevant collaborations and cost efficiency.
Continuously follow up on operational performance to ensure great end-user experience.
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.
Collaborate closely with the Service Managers in Service Management & Operations and leaders in other Functions and digital organisations in the markets to are driving strategic and tactical topics.
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.
Own and manage the budget and financial outlook for the unit and proactively drive improvements in cost efficiency to ensure affordable IKEA.
Influence and ensure the buy-in with product teams and other key stakeholders to secure successful project implementations and product and service adoption.
Business Partnering with internal and external stakeholders like leaders in other Group Functions, Group Digital Product teams, Inter IKEA, markets, suppliers & other relevant stakeholders and be the escalation point for issue resolution.
Manage the provision of and work closely with managed services and strategic partner to ensure excellent service delivery.
Work closely with colleagues in Service Management & Operations leadership team to shape and transform the Service Management & Operations organisation to be the team of choice by keeping everyone highly engaged, connected, informed and with a growth mindset. Team vision ( title) About this work area Team vision (text) 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. Let's connect Questions and support? Let's connect! Let´s 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.
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