MS Dynamics Senior Platform Operations Owner

IKEA; Madrid; On-site; EUR 90,000 - 120,000; Full time

Job summary

IKEA Madrid is seeking a Senior Platform Operations Owner to ensure the reliable, secure and scalable operation of the Microsoft Dynamics 365 platform and its integrations. You will connect day-to-day service operations with platform strategy and lead improvements across availability, performance and cost efficiency.

You will collaborate with Microsoft, partners, and internal teams to safeguard service quality, drive automation and maintain strong governance across the Dynamics 365 environment

Qualifications

• Formal training in information technology or equivalent experience.
• At least five years in IT operations, service delivery or infrastructure operations.
• Experience operating core enterprise platforms and enterprise systems.
• Strong knowledge of Microsoft Dynamics 365 and/or Power Platform operations.

Responsibilities

• Own reliability, service quality and operational health of D365 platform and integrations.
• Manage IT service delivery for D365 capabilities, starting with Case Management for contact centres.
• Ensure platform availability, performance, resilience, scalability and continuity with measurable SLIs.
• Lead IT service-management practices including incident, change and release management.
• Establish SLAs, operational agreements and escalation paths with stakeholders.
• Coordinate readiness and successful releases of Dynamics 365 changes with documentation and training.
• Manage operational supplier performance and licensing considerations.
• Collaborate with Microsoft, partners, engineering, product teams, security and enterprise service management.
• Drive observability with dashboards, alerts, and actionable telemetry.
• Identify risks and opportunities through monitoring, incident trends and platform data.
• Push for automation to improve time to restore and reduce manual effort.
• Forecast capacity and licensing needs to align with demand and growth.
• Support balancing roadmap delivery with platform availability and business priorities.
• Translate run-needs into clear roadmap requirements and secure resources.
• Maintain business continuity and disaster recovery plans with validated objectives.

Skills

IT operations

Service delivery

Incident management

Stakeholder management

Microsoft Dynamics 365

Automation

Cost optimization

Education

Bachelor's degree in IT or Computer Science

Tools

Microsoft Dynamics 365

Power Platform

Job description

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 global 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 senior platform operations owner network, sharing knowledge and promoting consistent operational maturity.

What you bring: knowledge, experience, capabilities and behaviours

• Formal training in information technology, computer science or equivalent experience.
• At least five years of experience in IT operations, service delivery, application operations or infrastructure operations.
• At least five years of experience operating and maintaining core enterprise systems or platforms.
• Strong experience with Microsoft Dynamics 365 and/or Power Platform operations in an enterprise setting.
• Broad knowledge of service management, release management, monitoring, support models, operational risk and compliance.
• Experience with supplier management, service levels, licensing, budgeting, forecasting and cost optimisation.
• Excellent written and verbal communication skills.
• Ability to create trustful relationships across business, technology and external partners.
• Independent judgement and the ability to achieve outcomes in complex, changing situations.
• Delivery‑focused, detail‑oriented and comfortable with partial resolution and progressive improvement.
• Strong troubleshooting, analytical and problem‑solving capability.
• Passion for technology service operations and for improving customer and colleague experience.
• Ability to coach others and establish clarity, accountability and good operational habits.
• Commitment to IKEA’s values, collaborative culture and leadership behaviours.

The role is based in Madrid, Spain.

'In line with our value of togetherness we believe the best way for us to collaborate and co‑create is when we meet in the office. This is why we expect you to spend the majority of time in the office.'

Internal title: Senior Platform Operations Owner

In this recruitment there is no relocation support provided by IKEA, hence we are looking for people living in the mentioned location.

Fluent English, both written and spoken, is essential, as English is the working language of the global platform team.

PLEASE NOTE

Please respect that due to GDPR we cannot review any applications coming to us in other ways than through our recruitment program. Please submit with your application in English.