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
versatile 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 new addition to your family. ~ Personal Learning Budget
- Upskill, learn and grow ~ Home Office Budget ~ You can also find our Applicant Data Protection Policy here. #

📌 Operations Executive (Newmarket)
🏢 Kaluza
📍 Newmarket