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

Role overview A platform manager is needed to own and continuously improve the customer service platforms and processes of a European EV charging network. This is a fixed-term, twelve-month maternity cover contract focused on a Jira Service Management-based service desk and its surrounding tooling. The role sits at the intersection of business and technology, translating support and operations requirements into scalable, user-friendly platform solutions.

Responsibilities

- Take end-to-end ownership of the customer service platform and its continuous development. - Partner with customer support and other service teams to understand processes, pain points, and requirements. - Translate business needs into solution concepts and implement them within Jira Service Management. - Manage and prioritise the platform backlog with key stakeholders. - Design and improve end-to-end service processes including request and case management, routing, queues, escalations, and resolution workflows. - Configure and enhance Jira Service Management and Confluence across workflows, request types, forms, queues, SLAs, automation, permissions, and notifications. - Advise stakeholders constructively on service management best practices and platform capabilities. - Support testing, documentation, rollout, and adoption of new platform capabilities, and contribute to the platform roadmap.

Requirements

- At least three years of experience in customer service, service management, or business application or platform management. - Strong hands-on experience with Jira Service Management, including designing and configuring service projects. - Good knowledge of core Jira concepts such as workflows, issue types, permissions, automation, and reporting. - Ability to own a platform end to end, balancing business requirements, user experience, technical feasibility, and maintainability. - Strong skills translating business requirements into technical concepts and implementable solutions. - Experience managing and prioritising requirements from multiple stakeholders, with clear communication at the business-technology interface. - Analytical, structured, pragmatic, customer-focused, and solution-oriented mindset.

Nice to have

- Experience with knowledge management, self-service, service portals, automation, and service reporting. - Familiarity with APIs, integrations, or adjacent enterprise applications.

Benefits and work setup

- Fixed-term contract of twelve months covering a maternity leave replacement.