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Tech & Innovation

Service Delivery Leader- People Platform (HR Technology)

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  • Bengaluru, India
  • IT & Digital Solutions

Job Description

  • Job ID: 351290

  • Date posted: 30/06/2026

    • Who you are

    We are looking for a Service Delivery leader to join us in developing ways for IKEA to stay relevant for our customers.

    Our diverse team is growing and we would love to talk with you, if you recognize yourself in some of the following:

    Passionate about understanding and improving how People data platforms and integrations are delivered at scale across global organizations

    Have a strong background in HR technology service operations, data platforms, and integration architecture

    Love being creative through designing service frameworks, defining KPIs, and finding smarter ways to deliver consistent, high-quality, and trustworthy people data across systems

    Take ownership and independently drive towards desired outcomes whether navigating complex stakeholder landscapes, resolving data or integration challenges, or leading transformation initiatives across multiple markets

    Know about developing service delivery models, SLA frameworks, and performance metrics that drive accountability and continuous improvement across data pipelines and integration layers

    Have experience working in IT or HR technology service delivery, with exposure to platforms, APIs, or middleware

    Are a team player who takes ownership, builds cross-functional relationships with peers, and loves sharing knowledge with others

    Proactively manage relevant stakeholders across technical and business teams

    Are curious, self-directed, and want to keep learning!

    This is our wish list! If you don't recognize yourself in all these points, you might still be an excellent candidate for the role.



    The must-haves we see for this role:-

    6–8 years of hands-on experience in IT or HR technology service delivery

    ITIL knowledge or equivalent service management framework knowledge for structuring and governing service operations

    Direct, proven experience managing service delivery or service operations within an HR technology environment — including People Platform, data hub, and integration/middleware layers (e.g. SAP SuccessFactors, ServiceNow, and associated integration tooling) — with experience managing SLAs and service performance at a global scale

    Demonstrated leadership of HR transformation programs — specifically setting up services from the ground up, defining and owning KPIs, and driving measurable performance improvements across global or multi-country environments

    Working knowledge of integration concepts (APIs, integration pipelines, sources, data quality and governance) and how they support downstream HR platforms

    Strong stakeholder management experience at a complex level — working across country organizations, technical teams, and global business operations

    Service-first mindset — consistently prioritizing quality, accountability, data integrity, and delivery outcomes

    The IKEA culture and values are very much a part of our business and day-to-day work life. For you to thrive and grow with IKEA it's important for us that you share our values! You can read more about our values and life at IKEA on our website www.ikea.com.

    A day in your life with us

    You'll be a vital part in the transformation of IKEA into a more front-line-obsessed company by ensuring that our People & Culture digital platforms, data flows, and integrations run effectively, reliably, and continue to evolve to meet the needs of our coworkers and business.


    This means that you will:

    Own the overall service delivery framework across the People Platform and its integrations

    Define, monitor, and report on SLAs and KPIs across all service areas for platforms across Core HCM, the People Platform, and integration layers

    Lead incident, problem, and change management processes (ITIL-aligned) for data flows and system integrations

    Drive root cause analysis and implement preventive measures for data quality issues and integration failures

    Ensure platform stability, availability, and performance of the People Platform and connected integrations across all markets

    Oversee service delivery across core HR platforms as well as the People Platform and its integrations

    Collaborate with technical teams on platform upgrades, releases, integration changes, and data migrations

    Act as the primary point of contact for business stakeholders and the GBO across service areas

    Translate business needs into service requirements, and delivery plans

    Manage vendor and partner relationships effectively, including integration and platform providers

    Oversee service delivery across core HR platforms such as SAP SuccessFactors and ServiceNow, alongside the PeoplePlatform and its integration ecosystem

    Lead service improvement initiatives and drive operational excellence across integration services

    Identify automation and efficiency opportunities across service operations, pipelines, and integration monitoring

    Together as a team

    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.








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