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

Summary

IONITY is a joint venture of major automotive manufacturers and an infrastructure investment platform. The company is seeking a Platform Manager to own and continuously improve its Customer Service platform, translating business requirements into scalable solutions. The role focuses on designing and implementing Jira Service Management processes, managing the platform backlog, and improving workflows, automation, reporting, and stakeholder adoption.

Responsibilities

• 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

Skills

• 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, technical feasibility, and maintainability
• Strong ability to translate business requirements into technical concepts and implementable solutions
• Experience managing and prioritizing requirements from multiple stakeholders
• Strong communication skills and confidence working at the intersection of business and technology
• Analytical and structured way of working combined with a pragmatic, customer-focused, and solution-oriented mindset
• Experience with knowledge management, self-service, service portals, automation, and service reporting is an advantage
• Experience with APIs, integrations, or adjacent enterprise applications is a plus

Qualifications

Must Haves

• 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, technical feasibility, and maintainability
• Strong ability to translate business requirements into technical concepts and implementable solutions
• Experience managing and prioritizing requirements from multiple stakeholders
• Strong communication skills and confidence working at the intersection of business and technology
• Analytical and structured way of working combined with a pragmatic, customer-focused, and solution-oriented mindset

Nice to Haves

• Experience with knowledge management, self-service, service portals, automation, and service reporting is an advantage
• Experience with APIs, integrations, or adjacent enterprise applications is a plus