At IKEA, we aim to make healthy and sustainable choices affordable and accessible for all. To make that happen, we need people with imagination. People who know that everyone has a right to feel at home. People who share our vision of a better everyday life. Together we’ll innovate the future of life at home through data, technology, retail, and home furnishing know-how. We need future architects, down-to-earth data scientists, unboxed engineers, cyber guardians, common sense makers and more! Are you one of them?
Within the role you will :
Be responsible for the setup and delivery of the agreed support for agreed services by defining requirements, establishing agreements and following up on progress of the support towards the business area overall
Identify and drive incident improvement activities across business areas, through data driven incident analysis, with clear IKEA end-user focus to secure fulfilment of business needs
Reduce impact on end user productivity by working proactively with product and service teams and push for automation and self service
Responsible for securing efficient support flow by following up on performance of all support providers (first, second and third line)
Lead and drive the support quality work by improving and maintaining the support knowledge database for the business area to enable self service capabilities
Secure support flow availability for all Products and Services within the business area by working together with Service Management Leader to ensure high quality service onboarding
Act as an escalation point for support related questions to solve ongoing critical and complex issues for the business area and connect engineering and support teams to facilitate and enhance collaboration
Continuously monitor trends and changes in support flows by creating, following up, maintaining and improving incident reporting and templates in order to modify and optimize the current setup and delivery
Strengthen the financial setup for services by leading the incident budgeting according to existing invoicing model to ensure the affordable IKEA
We are looking for the one who has a positive mindset but also with an analytic way of working. You have ease to speak to different people on different levels and you are easy going even under pressure. You understand the importance of people management, more in details this means following for us:
Build trustful relationships with stakeholders, development partners and impacted organisations and users though facilitation, communication and active listening
Delivery capability including, prioritisation, meet deadlines, desired result and value
Analytical and structured with good organisational and stakeholder management skills together with a sound portion of creativity.
Capability to lead, impact and contribute to a rewarding user experience
Be proactive and hands-on involved with support, communication and testing
Be open to different perspectives, being heard and balanced to meet business objectives, collaborating within and outside of the team to ensure togetherness and strong partnership with key stakeholders
Have good knowledge and feel the IKEA values close at heart
For the role you should have a solid knowledge of service and operations management methods and tools (preferably have worked in an equivalent role for at least 3 years). You are comfortable and have experience with DevOps and Agile frameworks (Scrum, Lean). You have a good knowledge of digital technology (such as Microsoft 365), digital infrastructure (such as Microsoft Azure), IT services, incident and problem management (experience with ServiceNow), as well as and contract management.
This is a fulltime role (40 hours per week) based in Delft, Netherlands or in Malmö, Sweden reporting to the solution manager for the area of Knowledge, Collaborate, Meet and Organize
We want to understand the why! Please send your application with a CV and motivation letter in English and tell us why you would be a good fit. Applications without a motivation letter will not be taken into consideration.
The closing date to apply for this role is the 30:th of May 2022.
At IKEA, we do things a little different. We think, differently. Act, differently. And work differently as well. We like to break things. Like rules. And then make things. Like music-playing lamps. And beds disguised as sofas. Even plantballs that help us look after our planet. It’s all part of our vision - to create a better everyday life for the many. And it’s been keeping our co-workers going for over 75 years. By 2030, we hope to help millions more look forward to going home. Maybe you can help us.
Creating long term success for IKEA, together (Business Transformation) We want to become an even more affordable, sustainable and accessible home furnishing retailer in an omni-channel reality. We bring business and data & technology together to improve how we work and meet customers, and enable us to focus on creating value. So we can continuously improve and scale IKEA, together with our partners and the many people.
IKEA Shared Data & Technology builds up, delivers, serves and supports shared data and technology for the IKEA value chain. Together we build a digital foundation to enable our core business partners and franchisees to work more efficiently and create a rewarding customer experience in an omnichannel world.
At IKEA we believe that we’re better when we’re 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 most of our time in the IKEA workplace and with flexibility to work from home when relevant.
Another thing fuelling our success is our values-based culture. While we are unique individuals with endless differences, something we share is our commitment to lead by example, work together, find better ways and to get things done. We believe in life-long learning, where we all play a part in helping each other (and our business) grow.