GBO People Services Delivery Manager

Logistics, Sales & Operations · HR & Admin · HR Operations

In short

We are seeking a GBO People Services Delivery Manager in Bangalore, India, to lead and develop high-performing teams, ensuring excellent customer experience and operational excellence in People & Culture services. This role involves managing service delivery, driving continuous improvement, and upholding IKEA's values.

Responsibilities

Act as the primary point of contact for assigned countries, owning the delivery and performance of P&C services.
Build and maintain relationships with business partners, understanding country needs and identifying improvement opportunities.
Lead, coach, and develop a high-performing team, focusing on competence development, engagement, and succession planning.
Ensure accurate, timely, compliant, and consistent delivery of P&C services across countries and hubs.
Drive a customer-focused service culture by monitoring KPIs and SLA performance, and leading continuous improvement and automation initiatives.
Coordinate with other Global Business Operations Specialists and P&C Services Team Leaders for consistent service delivery.
Collaborate with Location Operational Services and Centres of Expertise for aligned ways of working.
Secure compliance with global processes, policies, legal requirements, and internal controls.
Create and maintain service delivery models and self-service resources.
Manage escalations and support performance management, career development, and the annual people cycle.

Requirements

Strong leader with a passion for delivering high-quality services and creating an excellent customer experience.
Experience leading and developing high-performing teams.
Results-oriented and data-driven.
Strong understanding of service delivery, process optimization, and continuous improvement.
Motivated by driving efficiency, simplifying ways of working, and delivering measurable business results.
Inspired by IKEA values.

Desired Qualifications

Ability to build trusted relationships with stakeholders across countries, functions, and cultures.
Ability to influence through collaboration and partnership.
Confidence in making decisions in a fast-changing environment.
Ability to balance operational excellence with people development.
Experience in managing escalations and supporting performance management, career development, and the annual people cycle.

Benefits

Support for co-worker, manager, and business value creation through collaboration and service excellence.

Skills

service deliveryprocess optimizationcontinuous improvementautomationKPISLAperformance management

#People & HR

About IKEA

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers. The IKEA retail business…

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