Job Description

Company Description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, Thailand and Philippines - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.



About the job

The Digital department offers and maintains a set of digital and data solutions supporting customer experience, accessibility, efficiency and sustainable growth. As Head of IT Service Centre, you will be responsible to lead the Ikano Retail IT Service Centre, serving co-workers with technical and operational support. You will oversee the full scope of L1 support and co-worker-facing L2 support (eg application support), enabling a robust user experience.

Your assignment

• Lead (oversee) the IT Service Centre with a customer & co-worker-first mind-set, performance-based (KPI) steering and clear SLA's
• Manage IT Service Centre budgets, incl. recurring forecasting
• Anchor SLA's with business stakeholders, vendors and other partners
• Anchor pro-active transparency of performance with business stakeholders
• Oversee the full scope of level 1 support, incl. its continuous optimisation
• Oversee the application support process (L2), incl. its continuous optimisation
• Provide recommendations on technology solutions and software applications to improve business operations and strategy
• Anchor compliancy of enterprise environment, incl. auditor support and risk-mitigation

Qualifications

We are looking for a senior leader who is passionate about services management, with user experience top of mind.

You bring:

• 5+ years of experience from senior leadership positions in services management
• A strong understanding - and recent experience - of IT support like ITIL and DevOps
• A strong understanding of cost modelling, business continuity, vendor (outsourcing) and risk management

You are:

• Forward-looking, able to inspire and engage a bigger audience.
• Analytical, able to challenge the status quo.
• An established, value-based leader, able to unleash entrepreneurs.

Additional Information

Please apply by 15 November 2022