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Director of Platform Operations
Contract type
Ongoing
Work mode
Hybrid · Bristol, United Kingdom · London, United Kingdom
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
A global leadership role accountable for how clients experience Kaluza day to day, running three global functions (Client Support, Platform Performance Assurance, and Product Specialists) and holding global accountability for client support and SLA performance.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · Bristol, United Kingdom · London, United Kingdom
- Pay
- GBP 141,000 – 170,000 / year
What you'll do
- 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
- 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 Kaluza's Global Standard SLAs consistently across regions
- Own the commercial relationship, budget and roadmap with key Operational tooling vendors
- Provide oversight and inputs on commercial conversations related to client reporting of performance
- Own the processes that fix broken journeys and coverage gaps across all 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
- Push AI into support, assurance and operations so each function does more with less
- Lead the practice / craft globally, set the strategy and standard for how each function operates
What we're looking for
- An accomplished operations and support leader with a strong track record
- A builder, not an executor - define what good looks like, take full accountability, and go looking for what you need rather than waiting for a brief
- Genuinely AI-native - AI feels like leverage, and actively push it into support, assurance and operational delivery
- Steady in ambiguity - nimble, sharp and decisive in a live incident, and a steady presence clients and colleagues rely on
- 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
- Able to understand, or quickly master, retail-energy operations and the operational reality of running processes around a platform
- Existing right to work in the UK
Nice to have
- 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
- A strong people leader and coach across multiple disciplines, able to build a self-solving, high-performing culture
- Committed to radical candour and customer centricity, with experience scaling a high-growth SaaS business
Your team
Product & Tech Operations
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About Kaluza
The Energy Intelligence Platform
Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. 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, Kaluza makes clean energy dependable and affordable.
Mission
Turning energy complexity into seamless coordination, helping energy companies overcome today's challenges while accelerating the shift to a clean, electrified future.
Key facts
- Energy technology
- Teams across Europe, Asia and Australia
- Joint venture with Mitsubishi Corporation in Japan
- Powers leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen
Partners & customers
OVOAGLENGIEVolvoVolkswagenMitsubishi Corporation
What they value
- Play to win
- Solve the real problem
- Build trust every day
- Own the outcome
- Go further together