Service Delivery Leader- People Management (HR Technology)

We are looking for a Service Delivery leader to join us in developing ways for IKEA to stay relevant for our customers., You’ll be a vital part in the transformation of IKEA into a more front line obsessed company by ensuring that our People & Culture digital platforms and services run effectively, reliably, and continue to evolve to meet the needs of our coworkers and business.

This mean that you will:

• Own the overall service delivery framework across HR technology platforms
• Define, monitor, and report on SLAs, KPIs, across all service areas for platforms across Core HCM
• Lead incident, problem, and change management processes (ITIL-aligned)
• Drive root cause analysis and implement preventive measures
• Ensure platform stability, availability, and performance across all markets
• Oversee service delivery across core HR platforms such as SAP SuccessFactors, ServiceNow, Avature, Open text
• Collaborate with technical teams on platform upgrades, releases, and change management
• Act as the primary point of contact for business stakeholders, GBO across service areas
• Translate business needs into service requirements and delivery plans
• Manage vendor and partner relationships effectively
• Lead service improvement initiatives and drive operational excellence
• Identify automation and efficiency opportunities across service operations

• Passionate about understanding and improving HR services and digital platforms are delivered at scale across global organizations
• Have a strong background in HR technology service operations, including platforms such as SAP SuccessFactors, SNOW, Open Text, Avature
• Love being creative through designing service frameworks, defining KPIs, and finding smarter ways to deliver consistent and high-quality HR services
• Take ownership and independently drive towards desired outcomes whether navigating complex stakeholder landscapes, resolving service challenges, or leading transformation initiatives across multiple markets
• Know about developing service delivery models, SLA frameworks, and performance metrics that drive accountability and continuous improvement
• Have experience working in IT or HR technology service delivery
• Are a team player who takes ownership, builds cross-functional relationships with peers and loves sharing knowledge with others
• Proactively manage relevant stakeholders
• Are curious, self-directed and want to keep learning!

This is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role.

The must-haves we see for this role is though:

• 6-8 years of hands-on experience in IT or HR technology service delivery
• ITIL knowledge or equivalent service management framework knowledge for structuring and governing service operations
• Direct, proven experience managing service delivery or service operations within an HR technology environment (platforms like SAP SuccessFactors, SNOW or Avature) with experience in managing SLAs and service performance at a global scale
• Demonstrated leadership of HR transformation programs- specifically setting up services from the ground up, defining and owning KPIs, and driving measurable performance improvements across global or multi-country environments
• Strong stakeholder management experience at a complex level - working across country organizations and global business operations
• Service-first mindset - consistently prioritizing quality, accountability, and delivery outcomes

The IKEA culture and values are very much a part of our business and day-to-day work life. For you to thrive and grow with IKEA it’s important for us that you share our values! You can read more about our values and life at IKEA on our website www.ikea.com., We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.