Service Management Leader, Major Incident Managementl, Ingka Group
Ikea It AB / Civilingenjörsjobb / Helsingborg
2024-10-18
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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 Operations Center unit, within Service Management & Operations, is assigned to define and lead the product and technology strategies for Operations Center and ensure reliability and availability of digital products and services across the IKEA landscape.
We are now looking for a Service Management Leader to join our Service Continuity Management Team, ensuring reliability and availability, of digital products and services across the IKEA landscape, at all times.
It's a role that requires a blend of strategic vision and empathetic leadership, ensuring that every service delivered is a testament to quality and reliability.
As a beacon of motivation, you inspire your team to rise above challenges and achieve remarkable outcomes, fostering a culture where continuous improvement and customer satisfaction are paramount. You are the driving force that transforms vision into reality, aligning processes and people to create seamless and impactful experiences. With every decision and action, you pave the way for sustainable success, leaving an indelible mark of integrity and excellence.
In this position we also include the role of Critical Situation Manager (CSM). This practically means working on a 24/7 schedule approximately one week per month.
WHO YOU ARE
As our Service Management Leader, you value integrity and Innovation. You play a critical role leading with empathy and vision, transforming customer needs into extraordinary experiences and the ability to inspire and empower your team.
Key proven experience and skills:
Formal qualifications in Information Technology, Computer Science or equivalent.
Minimum 5 years of professional and diverse experience as Process Specialist or similar, driving design and implementation of Service Management in global organisation with focus on assigned practice(s).
Minimum 1 year of Major incident Management hands-on experience
Leadership capabilities in high pressure situations
Minimum 2 years of experience working with ServiceNow and tools related to Continuous Integration/Continuous Delivery (CI/CD).
Deep knowledge of the assigned practice(s).
Demonstrable experience with related frameworks such as ITIL4, SAFe, SRE, etc.
Demonstrable experience of working with iterative, agile product development teams and possessing a good knowledge of agile/scrum and Software Engineering ways of working, including key events and artefacts.
Demonstrable experience in establishing and managing processes through collaboration with stakeholders.
DAY TO DAY RESPONSIBILITIES
Your responsibilities will include:
Actively contribute to process design- and or improvement initiatives and prepare basis for decision with end-to-end process view in close collaboration with relevant people, to drive process effectiveness and efficiency.
Responsible for day-to-day facilitation of the assigned practice(s) and support the development of the assigned practice(s) ensuring the delivery meets objectives and consumer needs.
Responsible for coordinating the operational handling of assigned practice(s) across stakeholders.
Monitor and review the work of teams that manage the execution for assigned practice(s) and act as an escalation point for the operational issues of the assigned practice(s).
Propose and validate maturity enhancements for assigned practice(s) and related parts in the Service Management platform and beyond.
Coordinate, assess and analyse business benefit of identified practice(s) improvement potentials to ensure set goals are met and learnings are captured.
Initiate improvements of the practice(s), practice models, and the practice handling procedures based on finding in audits and insights on the practice(s) health through data to ensure effectiveness of the practice(s).
Monitoring, measuring and reporting on the effectiveness of the practice(s) to Service Delivery Manager/Leaders, and stakeholders.
Actively collect and research consumer requirements and feedback related to the practice(s) and contribute to defining an improvement roadmap.
Collaborate with Enablement Leaders to ensure consumer adoption of practice(s) and drive new ways of working.
Review the implementation and establishment of the process, including ways of working, identifying competence development needs and practice business development orientation.
Secure performance measurement and follow up KPIs, to ensure clear identification on progress.
As Critical Situation Manager, be the operational lead and escalation point 24/7, according to schedule. Working in close collaboration with the selected external partner responsible for operating our Flight Tower (Operations Bridge).
Så ansöker du Sista dag att ansöka är 2024-10-28
E-post:
carl-johan.andersson@ingka.ikea.com Omfattning Detta är ett heltidsjobb.
Arbetsgivare Ikea It AB (org.nr 556322-9540)
Rönnowsgatan 8 (
visa karta)
251 08 HELSINGBORG
Arbetsplats Ikea It Aktiebolag
Jobbnummer 8964851