Director of Platform Operations Location: Bristol or London (Including hybrid) Salary: £141,000 - £170,000 Team: Product & Tech Operations Reporting to: VP Product & Tech Operations *This role is based in either Bristol or London and requires an existing right to work in the UK.*
*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.
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:

- 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.
- 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.
- 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.

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

- Experienced leading client support, service operations or service management at scale, ideally across multiple regions and enterprise clients.
- Fluent in incident and problem management (severity and Major Incident command, postmortem culture, root-cause remediation) and in managing against contractual SLAs.
- Comfortable with the data and tooling of assurance - SLAs, KPIs, observability (Datadog), Jira Service Management, and BI/warehouse tooling (Databricks/BigQuery) - enough to challenge the numbers, not just receive them.
- A credible partner to senior leadership and C-level clients, especially in a tense service review or live incident.
- Committed to radical candour and customer centricity, with experience scaling a high-growth SaaS business.

We offer flexible working, with an expectation of 3 days a week in the office. Here at the company we have five core values that guide us as a business:
***Pension Scheme

- Discretionary Bonus Scheme
- Private Medical Insurance + Virtual GP
- Life Assurance
- Free Mortgage Advice and Eye Tests
- 26 days holiday
- Flexible Bank Holidays - Giving you an additional 8 days which you can choose to take whenever you like
- Progressive Leave Policy - With no qualifying service periods, including up to 26 weeks full pay for primary caregivers and 4 weeks full pay for secondary caregivers when welcoming a recent addition to your family.
- Personal Learning Budget - Upskill, learn and grow!
- Home Office Budget
- You can also find our Applicant Data Protection Policy here.

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