Service Management Leader, IKEA

IKEA

Location:
India, Bangalore

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The job involves leading Service Management, leveraging modern technologies like AI and automation, and designing frameworks to enhance the co-worker experience. The role requires close collaboration with engineering teams, Service Operations teams, suppliers, and multiple stakeholders to establish and adopt strong practices across IKEA's digital ecosystem.

Job Responsibility:

Provide expertise in design and implementation for area of responsibility
secure standardized and automated ways of working
support continuous improvement of practices
coordinate operational handling of responsibilities across stakeholders
monitor framework adoption by engineering and country service teams
drive maturity and optimization of practices
propose and validate enhancements
assess business benefits of improvements
collect and research consumer requirements
collaborate with Enablement & Experience Leaders on consumer adoption of practices
review implementation and analyze effectiveness.

Requirements:

Strong Service Management skills
formal qualifications in Information Technology, Computer Science or equivalent
5+ years of experience as Process Specialist or similar in a global organization
5+ years of experience driving automation of workflows
3+ years of experience working with 3rd party IT partners/service providers
2+ years of experience with ServiceNow and CI/CD tools
deep knowledge of ITIL4, SAFe, Site Reliability Engineering
experience with agile product development and Software Engineering ways of working
strong analytical skills
excellent written and verbal communication skills
proven negotiation and influencing skills.

Nice to have:

Knowledge of how to design and implement benchmarked practices
ability to communicate frameworks in business language
experience preparing and presenting decisions with end-to-end process view
experience facilitating cross-stakeholder coordination
knowledge in consumer adoption of practices and driving new ways of working
ability to handle escalation points across operations.

What we offer:

Opportunities to work in a global organization
collaboration with strategic partners and senior business leaders
potential travel opportunities between Digital Hubs.

Additional Information:

Job Posted:
May 28, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Management Leader