Job Description Job ID: ** Date posted: 06/11/2026 What you need to know As Senior Platform Operations Owner, you will be accountable for the operational performance of one or more critical areas of IKEA's Microsoft Dynamics 365 platform.
You will ensure that the platform is reliable, secure, supportable and fit for the needs of contact-centre colleagues, customers, product teams and the wider organisation, with an end-to-end view across Dynamics 365, integrations and dependent services.
You will connect day-to-day service operations with platform strategy and roadmap decisions.
By using service insights, operational data and stakeholder feedback, you will drive improvements in availability, performance, delivery and change success, recovery, cost efficiency, automation and customer satisfaction, supported by measurable service level objectives and platform health indicators.
Fluent English, both written and spoken, is essential, as English is the working language of the global platform team.
Please submit with your application in English.
Your responsibilities • Own the reliability, service quality, operational health and continuous improvement of IKEA's Microsoft Dynamics 365 general platform as it becomes a critical foundation for customer and commercial channels capabilities.
• Own all aspects of IT service delivery for assigned Dynamics 365 platform capabilities, initially supporting Case Management for IKEA contact centres.
• Ensure platform availability, performance, resilience, scalability, supportability and continuity across Dynamics 365 environments and integrated services, using measurable service level objectives.
• Lead and promote good IT service-management practices, including incident, major-incident, problem, request, change, release,



knowledge and configuration management, with focus on measurable outcomes such as reducing recurring incidents, improving recovery time and increasing change success.
• Ensure compliance with relevant legislation, IKEA policies, security requirements, privacy expectations, controls and other applicable standards.
• Establish service-level expectations, operational agreements, support models, escalation paths and service-readiness criteria with internal and external stakeholders.
• Coordinate operational readiness and successful releases of Dynamics 365 changes, ensuring that monitoring, support documentation, training, rollback and business continuity arrangements are in place.
• Take responsibility for operational supplier management, including delivery performance, support quality, system failures, escalations, version rollouts and improvement commitments.
• Work closely with Microsoft, implementation partners, managed-service providers, engineering teams, product teams, security and enterprise service management.
• Own the operational observability model, including service-health dashboards, alerting, thresholds, dependency visibility and actionable operational telemetry • Use monitoring, service reports, incident trends and operational data to identify risks, recurring issues, improvement opportunities and required platform investment.




• Drive automation and modern operational practices to improve time to restore services, reduce manual effort and increase the speed and quality of service delivery.
• Manage operational cost drivers, forecasts, licensing, capacity and consumption, proactively identifying opportunities for efficiency and ensuring license compliance, including forward-looking capacity planning based on expected business demand and platform growth.
• Support the Platform Owner and Platform Engineering Manager with insights for balancing roadmap delivery, platform availability, performance, operational risk and business priorities.
• Translate run-related needs into clear requirements for the platform roadmap and secure the resources and functional expertise required to deliver them.
• Ensure business-continuity and disaster-recovery arrangements are maintained and periodically validated, including agreed recovery objectives, operational procedures and evidence that critical services can be restored within expected targets.
• SLA tracking : ensuring supplier SLAs and underpinning agreements support IKEA's end-to-end service-level commitments and that breaches are actively managed and remediated.
• Coach and mentor platform operations owners and other team members, building consistent capability in service delivery, stakeholder management, processes and ways of working.
• Lead cooperation and alignment across IKEA business areas, Group Digital, Inter IKEA and other stakeholders with dependencies on Dynamics 365.
• Continuously explore relevant technologies, industry practices and Microsoft capabilities to improve the operational model and productivity of the Centre of Expertise.
• Participate in and contribute to the seni

📌 Ms Dynamics Senior Platform Operations Owner (España)
🏢 IKEA
📍 España