Service Partner Manager (f/m/x)

Job Overview

As a Service Partner Manager you hold the end‑to‑end accountability for the performance, governance, and continuous development of IONITY’s service partners across 24 European countries. This role ensures high‑quality, reliable network operations by driving SLA and KPI compliance, leading performance management and continuous improvement initiatives, and acting as the primary escalation owner for critical service issues.

Through strong, long‑term partner relationships and close collaboration with internal Network Operations teams, the Service Partner Manager safeguards network availability, service quality, and operational efficiency in alignment with IONITY’s service and maintenance strategy.

Responsibilities

• Act as the primary business point of contact for assigned service partners across multiple European countries.
• Manage and monitor service partner performance against contractual SLAs, KPIs, and operational targets, including timely escalations where required.
• Build and maintain strong, long‑term relationships with service partners to ensure reliable, high‑quality service delivery across the network.
• Lead regular service partner performance reviews (e.g., QBRs), addressing operational issues, trends, risks, and improvement opportunities.
• Drive continuous improvement initiatives together with service partners to enhance service quality, efficiency, and network availability.
• Ensure service partners’ compliance with contractual obligations and operational processes.
• Support contract lifecycle activities, including onboarding of new service partners, scope alignment, and input to contract negotiations and renewals.
• Collaborate closely with internal stakeholders (Field Operations Team, System Operations Team) to align service partner performance with business and network objectives.
• Lead and coordinate European‑wide service campaigns and retrofit projects in collaboration with service partners, ensuring alignment with the company’s network strategy.
• Act as an escalation owner for critical service issues and country‑level performance challenges.

Qualifications

• Strong organizational and coordination skills with the ability to manage multiple service partners, countries, and initiatives in parallel.
• Excellent stakeholder management skills, with the ability to build trust and influence both internal teams and external service partners.
• Ability to prepare, structure, and present operational and strategic content to management and external stakeholders.
• High level of accountability: ready to take ownership of service performance, partner relationships, and critical network initiatives.
• Multitasking and flexibility: able to adapt quickly to changing priorities in a dynamic operational environment.
• Collaborative mindset with proven experience working across cross‑functional teams within Network Operations or related areas.
• Minimum 1–3 years of relevant experience (background in operations, service management, supplier/partner management, or field services is a plus).
• Technical understanding or background is a plus, enabling you to effectively engage with service partners and understand network operations challenges.
• Solid understanding of service operations, SLA/KPI‑driven performance management, and contractual frameworks.
• Proactive, solution‑oriented attitude with a strong “can‑do” mentality.
• Very strong communication skills in English (additional European languages are a plus).

About us

IONITY is a joint venture of the car manufacturers BMW Group, Ford Motor Company, Hyundai Motor Group, Kia, Mercedes‑Benz AG and Volkswagen Group with Audi and Porsche, along with BlackRocks Climate Infrastructure Platform as financial investor.