Platform Manager – Customer Service - Fixed-term contract (maternity cover)

Your mission

As Platform Manager , you will help shape and continuously improve the platforms and processes that enable effective customer service across IONITY.
You will work closely with stakeholders from Customer Support and other service-oriented business functions to understand their processes, challenges, and requirements. Your key responsibility is to translate these business needs into scalable, user-friendly, and maintainable platform solutions.
A major focus of the role is the design and implementation of Service Management solutions based on Jira Service Management (JSM) . You will help develop our service processes, from customer and internal request handling to case management, SLAs, escalations, knowledge management, automation, and reporting.
This is a 12 months duration contract for a maternity leave replacement.

What you will do

• Take ownership of the Customer Service platform and its continuous development.
• Partner closely with Customer Support and other service teams to understand their processes, pain points, and requirements.
• Translate business requirements into solution concepts and implement them within Jira Service Management .
• Manage and prioritize the platform backlog together with key business stakeholders.
• Design and continuously improve end-to-end Customer Service processes, including request and case management, routing, queues, escalations, and resolution workflows.
• Configure and enhance Jira Service Management and Confluence , including workflows, request types, forms, queues, SLAs, automation, permissions, and notifications.
• Challenge requirements constructively and advise stakeholders on Service Management best practices and platform capabilities.
• Support testing, documentation, rollout, and adoption of new Customer Service capabilities.
• Contribute to the platform roadmap and evaluate how the technology landscape should evolve as business requirements change.

Your profile

• At least 3 years of experience in Customer Service, Service Management, or business application/platform management .
• Strong hands-on experience with Jira Service Management , including the design and configuration of service projects.
• Good knowledge of Jira and its underlying concepts, such as workflows, issue types, permissions, automation, and reporting.
• Ability to take end-to-end ownership of a platform, balancing business requirements, user experience, and technical feasibility, and maintainability.
• Strong ability to translate business requirements into technical concepts and implementable solutions.
• Experience managing and prioritizing requirements from multiple stakeholders.
• Experience with knowledge management, self-service, service portals, automation, and service reporting is an advantage.
• Experience with APIs, integrations, or adjacent business systems, another company …