Senior Service Delivery Leader

Inter Ikea Group

10 - 15 years

20 - 25 Lacs

bengaluru

Posted:10 hours ago| Platform:

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Skills Required

order management service management continuous integration change management service level operational excellence it service desk service delivery management reliability engineering recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a senior lead, you excel at change management, as well as building and maintaining strong partnerships, relationships and networks with engineering teams and suppliers to optimize service management capabilities and ensure framework integration and adherence. You are obsessed with consumer problems to enhance the co-worker experience, understanding their needs, and tailoring services to meet those needs effectively.
You are a change agent who can seamlessly integrate service management practices across engineering teams in Group Digital, ensuring consistent, high-quality delivery across the IKEA value chain that aligns with IKEAs values and business needs.
You are skilled in digital service adoption and organizational change management and have strong analytical skills to monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
TO BE SUCCESSFUL IN THIS ROLE
Strong Service Management skills and how to integrate a strong and modern engineering culture across Group Digital and digital organizations in the markets with a proven track record (at least 10+ years) in managing services in a global organization.
Strong understanding of software development best practices, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
Demonstrable relevant knowledge of technology and/or software engineering within the relevant areas combined with good knowledge of agile ways of working, how to enable a product- and service-led organization, knowledge of how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across service delivery framework, SLAs, and KPIs.
Proven analytical skills and experience in making decisions based on both hard and soft data.
Strong negotiation and influencing skills, with the ability to build trustful relationships and hold stakeholders accountable at all levels (junior team members or senior management) both internally and externally.
Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.
REQUIRED SKILLS & EXPERIENCE
Degree with a focus on Engineering, Technology, or related areas/equivalent combination of education and experience.
10+ years of diverse experience in Digital Foundation or Digital products and service delivery with a proven track record of delivering products and services that provide substantial value.
10+ years of experience with the services and products within the area and proven knowledge and ability to transform and optimize processes and behaviours.
8+ years of demonstrable experience working in agile/scrum and Software Engineering environments in complex global organizations.
8+ years of experience working with 3rd party IT partners/service providers.
8+ years of experience operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.
Demonstrable experience with ServiceNow and tools related to Continuous Integration/Continuous Delivery (CI/CD).
Proven experience in Service Management implementation, change management, digital transformation, and working in rapidly changing environments.
Strong leadership and collaboration skills with experience of leading others, including leaders.
Good to have: Knowledge of Fulfilment and Order Management
DAY-TO-DAY RESPONSIBILITIES
As a Senior Service Delivery Leader, you will lead the work of establishing efficient operations and drive the successful delivery and adoption of Service Management & Operations products and services across engineering teams in assigned areas.
You will work closely with colleagues in the Service Delivery Management unit and a virtual team consisting of IT Practice Leaders, Service Management Leaders, Enablement & Experience Leaders, and IT Service Desk Leaders to drive excellent end-to-end service delivery in assigned areas.
You will also:
Align Service Management practices across areas to ensure consistent, robust, and complete implementation of service delivery guardrails.
Collaborate with (Senior) Engineering Domain Managers to secure the competence and capacity of engineering teams required for great service delivery.
Build and maintain the service management community in the assigned area, ensuring SLAs are met.
Ensure Service Management & Operations capabilities are embedded in engineering teams with sufficient expert support.
Identify goals and drive implementation of Service Delivery practices, ensuring standardized and coherent ways of working.
Drive the implementation of Service Management-as-Code to ensure stability and rapid recovery from incidents.

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