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Service Operations & Support Leader | Inter IKEA Systems Service AB

Delft, Netherlands - Explore location Expansion Full Time

Job description

About you 

Are you deeply passionate about service delivery and are you always thinking about providing the very best experiences and outcomes for the many people? In your new role, you can have a positive impact on the strategy and operations for all aspects of Service Delivery from Incident Management to Access Management and Fulfilment.

This is a chance to orchestrate our service strategy, service design and to make a real difference on continual service improvement. With your curiosity and IKEA-level problem-solving skills, you'll be able to 'flatpack' any challenges that come your way and bring smiles to the faces of our customers. This new role is based within Retail Operation Solutions & Support (ROSS) which is part of the Core Business Franchise at Inter IKEA.  

We are looking for a positive leader who is passionate about creating value in an omni-channel environment. The structure means that although there will not be any direct reports, in this matrix 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, find energy in 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, to be successful in this role the following experience would be very useful; 

  • 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.  

  • Information security best practices and broad working knowledge of Information Security   

  • Technical management, IT operations management   

About the role 

As a Service Operations & Support Leader, your efforts 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   

  • Conducting 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.   

  • Supporting in applying best practices in service operations, continually driving to improve service and performance. 

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.   

More Information

A few more details for you 

This is a full time role (40 hours per week) based in Delft, Netherlands or Malmo, Sweden.

At IKEA we also see the power of being 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 time in the IKEA workplace with flexibility to work from home. 

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. You are very welcome to add a covering letter to your application. 

February 2nd 2023 is the closing date to apply for this role.