Area Manager, IT Service Desk

Job description

About the job

Area Manager , IT Service Desk (ITSD) & IT Matrix, Operation & Shared Services (OSS), Shanghai

Are you interested and challenged byan environment where the IKEA culture is a strong and living reality that embraces diversity and inclusion of co-workers and customers? Does the idea of delivering IT support IKEA people love trigger you? Would you like to co-operate in a global leadership team to ensure a consistent global delivery? Do you want to make people grow? Then keep on reading; this might be an exciting opportunity for you!

About you

Your background covers having led a Service Desk or similar operation for 3-5 years and preferably you have experience in delivering for example knowledge management, chat as a channel and chatbot. You also have the know-how of building and leading successful teams as well as experience of working globally while acting locally. We value diversity and inclusion and this is also important to you.

Wanting to influence and work with improvements besides always keeping in mind what is best for the end user is key in this role. To succeed, we think that you will implement and execute IKEA´s way of working with people in a structured and people oriented manner, are proud of collecting best practice across IKEA and beyond to shape new ideas, has a great understanding together with experience of driving projects and/or bigger change activities. As a person you show a strong drive to reach set goals and the ability to challenge the established ways of working with a “One IKEA” mind set. You are a great communicator and facilitator of processes. Cross company networking and creating trustful relationships as well as develop and implement strategic approaches comes natural to you.

About the job

We at IKEA believe that home is the most important place in the world. We feel proud and embrace the idea of working in a home furnishing company, being able to create a better everyday life for the many people.

The role of IT Service Desk is to support and improve the everyday life for all people touched by IKEA business ­– from co-workers and customers to the millions of people who work in the extended value chain. For us - happy custo­mers lead to happy users.

IT Service Desk is present globally, divided into five areas; North America, Sweden, Germany, Poland/France and Asia Pacific supporting around the clock. As Area Manager for Asia Pacific you will be accountable for the areas under Asia Pacific bellow:

The following countries are part of respective area:
North America: US, Canada (offices located in Tejon andPlymouth Meeting, near Philadelphia – role in Plymouth Meeting)
Germany: Germany, Switzerland, Austria (office/role located inDiedenberg, near Frankfurt)
Sweden: UK, Ireland, Denmark, Sweden, Norway, Netherlands, Belgium, Croatia, Serbia, Slovenia, Finland (offices/role located inHelsingborg and Älmhult)
Poland/France: France, Italy, Spain, Portugal, Poland, Russia, Czech Republic, Slovakia, Hungary, Romania (offices located inWarsaw OKĘCIE and Paris – role in Warsaw OKĘCIE)
Asia Pacific: China, South Korea, India, Australia, Japan (office/role located in Shanghai)

About the Assignment

As Area Manager your main missions are to deliver an operational support that havethe end user in focus and to be the voice of the end user within IKEA while ensuring KPI:s and budget are met. Core isleading and developing people in the organization using theirmotivating and engagement while listening to them. You will build an Area Management team, which will balance global compliance and local mandate. Moreover it translates into taking operational lead in the IT support delivery towards the countries in the area within a global SLA framework.To deliver what is best for the end user, you and your team work closely with other functions globally and nationally.Your mission is to increase efficiency, togetherness, simplicity and cost consciousness to ensure we have competent, engaged and proud co-workers that continuously improve IT support together and are viewed as one global organisation. You will represent your area as a member of the globalIT Service Desk leadership team with the expectation to co-drive towards our wanted position with a global mindset in a global framework.

You will report to the IT Service Desk & IT Matrix Manager. We offer you a great place to work in a global operation where you together with inspired colleagues will have the possibility to influence and take responsibility as well as grow with IKEA.

If you have questions regarding the position, please contact Åsa Afshari, HR Manager ITSD, ( ) or Marc Peeters, Manager ITSD and IT Matrix ( , ). If you have any questions regarding the recruitment process, please contact Caroline Åkesson, Recruiter ( ). Please send your application in English and note that we do not accept applications via email. Please apply before June 9th. We looking forward to receiving your application.

Operations & Shared Services (OSS) is part of IKEA Business Solutions (IBS) with the purpose to enable large development programs as well as fast, innovative, customer focused results and safeguard running business. We strive for excellent leadership in all positions to lead business and people together. We aim to integrate perform & deliver and learn & develop as the two dimensions in our everyday work. The IKEA culture is a crucial factor of our success and our values influence everything we do.

Job ID

284638BR

Removal Date

09/06/2017