It Service Operations Team Leader

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.

What you need to know

Working at IKEA has its benefits and rewards:
• 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
•Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:
• This role is permanent full time.
• This role is open to hybrid working including a minimum of 3 days in office.
• The preferred location for the role is working from IKEA Richmond, IKEA Springvale, IKEA Logan or IKEA North Lakes, however work from any IKEA AU location will be considered.

About this work area

As IT Service Operations Team Leader your responsibilities will include, but are not limited to:
• Secure operational efficiency within the team to deliver a high standard of support and user satisfaction.
• Lead, coach and develop a high performing Digital and technical support team, that are responsible for servicing all business units to resolve incidents and requests and ensure a streamlined way of working.
• Follow up performance through monitoring, reviewing and analysing key reports, KPI’s and dashboards to ensure they are aligned to standards set by Group Digital. Take proactive action to improve opportunity areas in performance.
• Identify opportunities and implement continuous improvement targeting ways of working and technology-related business needs to ensure a Digital landscape fit for an omnichannel retailer.
• Lead key projects from deployment to launch and secure organisational deliverables in a cost-efficient way.
• Responsible for local procurements from local vendors and for regularly maintaining contact with local representatives for key global vendors.
• Contribute functional expertise to the country organisation with budget input, follow-ups and in developing strategy and action plans.
• This role will require travel domestically to all markets when required.

As IT Service Operations Team Leader you are:
• Driven to provide exceptional service to all customers, which includes the many co-workers and ensure a high standard of customer satisfaction.
• Equipped with commercial acumen and ability to understand the business impact of service requests, incidents and the need to ensure our operating systems and processes are working effectively.
• A strong influential leader with the ability to manage and lead a team remotely and onsite, to secure business and operational deliverables.
• Able to be agile and effectively work and adapt to a fast-paced dynamic environment that is constantly evolving.
• Equipped with strong communication skills and the ability to build relationships and networks with internal and external stakeholders.

We need people like you

At IKEA, work is so much more than a job!