Customer Service Operations Manager

il y a 3 semaines

Zaventem, Belgique IKEA Temps plein

Who you are

You are energised by reaching common goals and targets with a strong passion for people development. You get inspired by exceeding customer expectations, the IKEA values and you have an interest in technology in retail and distribution.

To be successful in this role you possess strong experience of working with planning resources according to business needs and a strong ability to manage and lead a team remotely and onsite. You are experienced in working with projects, deployments and changes, and hold the ability to communicate confidently and clearly towards different stakeholders. You are self-reliant and motivated with a proven ability to work as part of a team as well as independently, with a general fluency in English, oral and written.

You have knowledge in following areas:

- thorough knowledge of how to plan and coordinate operationally)in an efficient and cost-conscious way
- extensive knowledge of how to work and lead in change processes at organisational, team, and individual level
- knowledge and understanding of a broad range of IT Support issues and ITIL processes
- general knowledge of project management, co-ordination tools & techniques and the different needs people have in a change process

In addition to this, you have excellent communication skills that can help to build relationships and networks with people across the organisation and external contacts. You have the ability to prioritise and take decisions as well as follow up and communicate progress. You are able to focus on the big picture - what is best for IKEA as a whole, you have an eye for detail and you are able to identify which are significant and which are not.

**Your responsibilities**

As a Country Service Operations Manager you will manage Country Technology function (Technical Support) within Country Digital and secure that Digital and IT services are provided in an efficient and effective way across the country. You also will secure organisational deliverables according to established IKEA priorities by developing business through people. In addition you will be responsible for people development across all levels, including development of leadership capabilities.

You will:

- be responsible for all deliveries of technical support and services to all supported business units within a country following common ways of working
- create a climate of teamwork, collaboration and togetherness within technical support and across functions, both within the country and with Central Group Digital
- secure alignment with Central Group Digital regarding ways of working and global priorities
- secure efficiency within the function through simple and cost-efficient ways of working
- identify and action improvements opportunities in ways of working, share across countries when relevant
- follow up country-, team
- and individual performance through KPIs and monitoring following the standards defined by Central Group Digital
- responsible for large local procurements from local vendors and for regularly maintaining contact with local representatives for key global vendors
- identify and develop the many talents within the organisation to secure succession planning and the future of IKEA, including leadership development of team leaders
- be responsible for identifying technology related business needs and ensuring availability of resources and their competence to meet requirements
- contribute functional expertise to the country organisation with budget input, follow-ups and in developing strategy and action plans
- facilitate an effective dialogue between business organisations and the Country Digital team to ensure business needs are addressed in the right channel

In this role you will report to the Country Digital Manager, located in Zaventem.

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.

At IKEA, we like to give you the space to take control of your own development and growth. We believe in entrepreneurship and initiative and want to make it easy for you. In the first few weeks/months, you will be offered a 5-step development plan to get you started, with enough personal space to create the learning moments you need.

We offer this structure and a supportive network of colleagues who will make sure you feel comfortable in this situation and give you time to learn, make mistakes and develop.

In addition to a competitive remuneration, we offer:

- Eco-vouchers
- End-of-year bonus, holiday pay and sector premiums
- An additional allowance if you come by bike
- Private leasing of an electric bike, we are happy to give you a boost
- Comprehensive hospitalization insurance
- A private accident

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