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, 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 enterprise applications is a plus.

- 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.

Originally posted on Himalayas