Job title: Director of Platform OperationsLocation: Bristol or London (Including hybrid)Salary: £141,000 - £170,000Team: Product & Tech OperationsReporting to: VP Product & Tech Operations

*This role is based in either Bristol or London and requires an existing right to work in the UK.*

*At this time, we are not able to offer visa sponsorship for this role. We are committed to building a diverse, global team and our sponsorship policy is evaluated on a role-by-role basis. We encourage you to keep an eye on our careers site to stay informed about future opportunities where we are able to offer visa sponsorship.*

the company is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today's challenges while accelerating the shift to a clean, electrified future. Leveraging Data, AI, and real-time decision-making we turn energy complexity into growth opportunities for our partners.

By combining predictive algorithms with human-centred design, the company makes clean energy dependable and affordable.

With teams across Europe, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.

What will I be doing?

This is a global leadership role accountable for how clients experience the company day to day. Reporting to the VP Product & Tech Operations, you'll run three global functions and hold global accountability for client support and SLA performance across every client and region:

- Client Support (incl. Incident & Problem Management) - our client-facing service desk,



owning triage and first-contact resolution, incident response and the client/product-team relationship.

- the company Platform Performance Assurance (KPPA) - our neutral source of truth on platform performance, monitoring contractual SLAs and journey health per client.

- the company Product Specialists (KPS) - Global retail-energy experts fixing broken journeys and operational gaps outside core platform coverage - driving an automation-by-default approach across all client brands

You’ll lead the practice / craft globally, set the strategy and standard for how each operates, and be the steady, credible presence clients and colleagues rely on - from a board-level service review to a live Sev1. Specifically, you’ll:

Client Support, Incident & Problem Management

- Own incident response end to end - severity, Major Incident command, root cause analysis, client communication and resolution within contractual SLAs.

- Manage incoming support requests.

- Own Problem Management, driving root-cause remediation and reducing the rate and duration of incidents.

- Keep support frictionless - shielding Product & Engineering from noise while closing the loop with clients, and making sure postmortems land as real systemic change.

SLA & Performance Assurance (KPPA)

- Own global monitoring of contractual SLAs,



KPIs and performance metrics as the agreed source of truth per client.

- Run the assurance loop - prevent, diagnose, treat - and coordinate performance reporting into Client Service Reviews and senior leadership, raising events when performance deviates.

- Hold the line on data integrity (Datadog, Jira, Databricks) and embed the company’s Global Standard SLAs consistently across regions.

- Own the commercial relationship, budget and roadmap with our key Operational tooling vendors

- Provide oversight and inputs on commercial conversations related to client reporting of performance.

Operational Resolution & Product Specialists (KPS)

- Own the processes that fix broken journeys and coverage gaps across all of our client brands, including new clients as we grow.

- Balance scheduled and ad-hoc work while keeping a safe, well-governed operational estate.

- Feed recurring manual interventions back to Product & Tech as signals for systemic fixes, and drive down manual effort through automation and AI.

Across all three, you’ll be genuinely AI-native - pushing AI into support, assurance and operations so each function does more with less - and you’ll operate fluently at every altitude, staying neutral, evidence-led and a steady presence under pressure.

About You

Ideally you’ll have/be:

- An accomplished operations and support leader with a strong track record.

- A builder, not an executor - you define what positive looks like, take full accountability, and go looking for what you need rather than waiting for a brief.

- Genuinely AI-native - AI feels

📌 Director of Platform Operations (Newmarket)
🏢 Kaluza
📍 Newmarket