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 \xe2\x80\x93 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 Head of IT Service Centre is responsible to lead the Ikano Retail IT Service Centre, serving co-workers (and indirectly, customers) with both technical and operational support He/she oversees the full scope of L1 support and co-worker facing L2 support (e.g., 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 service level agreements
• Manage IT Service Centre budgets, incl. recurring forecasting.
• 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.
• Compliance of enterprise environment, incl. auditor support and risk-mitigation.
• With the Digital Service team, create a robust foundation of digital and data ecosystems, ensuring and developing effective business operations.
• Identify development opportunities through technology / business trends.
• Contribute to the overall digital direction and adoption of digital technologies across the business, supporting projects and new ways of working.
• Work closely, and partner, with business partners, stakeholders, IT, external vendors, developing long-term relationship and excellent support.

Qualifications

Your profile

We are looking for a senior leader with a broad business understanding, who passionate about team leadership, and with user experience top of mind.

You bring:

• 3+ years of experience of leadership positions in digital service management.

• Established leader with a strong understanding of how service management can contribute to long-term growth and profitability.
• In-depth knowledge of IT support processes, such as Information Technology Infrastructure Library and Development & Operations.
• Strong knowledge of cost modelling, business continuity, vendor management (outsourcing) and risk management.
• Strong knowledge of budgeting, forecasting and control mechanisms.
• Understanding of new service management trends, and how we would benefit.
• Able to develop teams and individuals across a range of specialisms and geographical locations.

You are:

• Excellent communication skills, effective communicator, and decision-maker.
• Strong analytical and planning skills, with an ability to diagnose and address service management issues.
• Innovative and problem-solver, able to challenge common ways of thinking.
• Influencing skills, creating common goals and direction.
• Strong interest in people and team development.
• Future oriented, with a proactive attitude.

For more information on this role, please contact va.sergio@ikano.asia

Additional Information

Please apply by 23 November 2023

Ikano