Director of Platform Operations

&lt;p&gt;&lt;strong&gt;Job title:&lt;/strong&gt; Director of Platform Operations&lt;br&gt;&lt;strong&gt;Location:&lt;/strong&gt; Bristol or London (Including hybrid)&lt;em&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Salary: &lt;/strong&gt;£141,000 - £170,000&lt;br&gt;&lt;strong&gt;Team:&lt;/strong&gt; Product &amp;amp; Tech Operations&lt;br&gt;&lt;strong&gt;Reporting to:&lt;/strong&gt; VP Product &amp;amp; Tech Operations&lt;/p&gt; &lt;p&gt;&lt;em&gt;This role is based in either Bristol or London and requires an existing right to work in the UK.&lt;/em&gt;&lt;/p&gt; &lt;p&gt;&lt;em&gt;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.&lt;/em&gt;&lt;/p&gt; &lt;p&gt;Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today&#39;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.&amp;nbsp;&lt;/p&gt; &lt;p&gt;By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable and affordable.&lt;/p&gt; &lt;p&gt;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.&lt;/p&gt; &lt;p&gt;&lt;strong&gt;What will I be doing?&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;This is a global leadership role accountable for how clients experience Kaluza day to day. Reporting to the VP Product &amp;amp; Tech Operations, you&#39;ll run three global functions and hold global accountability for client support and SLA performance across every client and region:&lt;/p&gt; &lt;ul&gt; &lt;li&gt;&lt;strong&gt;Client Support (incl. Incident &amp;amp; Problem Management)&lt;/strong&gt; - our client-facing service desk, owning triage and first-contact resolution, incident response and the client/product-team relationship.&lt;/li&gt; &lt;li&gt;&lt;strong&gt;Kaluza Platform Performance Assurance (KPPA)&lt;/strong&gt; - our neutral source of truth on platform performance, monitoring contractual SLAs and journey health per client.&lt;/li&gt; &lt;li&gt;&lt;strong&gt;Kaluza Product Specialists (KPS)&lt;/strong&gt; - Global retail-energy experts fixing broken journeys and operational gaps outside core platform coverage - driving an automation-by-default approach across all client brands&amp;nbsp;&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;You&#39;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&#39;ll:&lt;/p&gt; &lt;p&gt;&lt;em&gt;Client Support, Incident &amp;amp; Problem Management&lt;/em&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Own incident response end to end - severity, Major Incident command, root cause analysis, client communication and resolution within contractual SLAs.&lt;/li&gt; &lt;li&gt;Manage incoming support requests.&lt;/li&gt; &lt;li&gt;Own Problem Management, driving root-cause remediation and reducing the rate and duration of incidents.&lt;/li&gt; &lt;li&gt;Keep support frictionless - shielding Product &amp;amp; Engineering from noise while closing the loop with clients, and making sure postmortems land as real systemic change.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;em&gt;SLA &amp;amp; Performance Assurance (KPPA)&lt;/em&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Own global monitoring of contractual SLAs, KPIs and performance metrics as the agreed source of truth per client.&lt;/li&gt; &lt;li&gt;Run the assurance loop - prevent, diagnose, treat - and coordinate performance reporting into Client Service Reviews and senior leadership, raising events when performance deviates.&lt;/li&gt; &lt;li&gt;Hold the line on data integrity (Datadog, Jira, Databricks) and embed Kaluza&#39;s Global Standard SLAs consistently across regions.&lt;/li&gt; &lt;li&gt;Own the commercial relationship, budget and roadmap with our key Operational tooling vendors&lt;/li&gt; &lt;li&gt;Provide oversight and inputs on commercial conversations related to client reporting of performance.&amp;nbsp;&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;em&gt;Operational Resolution &amp;amp; Product Specialists (KPS)&lt;/em&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Own the processes that fix broken journeys and coverage gaps across all of our client brands, including new clients as we grow.&lt;/li&gt; &lt;li&gt;Balance scheduled and ad-hoc work while keeping a safe, well-governed operational estate.&lt;/li&gt; &lt;li&gt;Feed recurring manual interventions back to Product &amp;amp; Tech as signals for systemic fixes, and drive down manual effort through automation and AI.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;Across all three, you&#39;ll be genuinely AI-native - pushing AI into support, assurance and operations so each function does more with less - and you&#39;ll operate fluently at every altitude, staying neutral, evidence-led and a steady presence under pressure.&lt;/p&gt; &lt;p&gt;&lt;strong&gt;About You&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;Ideally you&#39;ll have/be:&lt;/p&gt; &lt;ul&gt; &lt;li&gt;An accomplished operations and support leader with a strong track record.&lt;/li&gt; &lt;li&gt;A builder, not an executor - you define what good looks like, take full accountability, and go looking for what you need rather than waiting for a brief.&lt;/li&gt; &lt;li&gt;Genuinely AI-native - AI feels like leverage, and you actively push it into support, assurance and operational delivery.&lt;/li&gt; &lt;li&gt;Steady in ambiguity - nimble, sharp and decisive in a live incident, and a steady presence clients and colleagues rely on.&lt;/li&gt; &lt;li&gt;Experienced leading client support, service operations or service management at scale, ideally across multiple regions and enterprise clients.&lt;/li&gt; &lt;li&gt;Fluent in incident and problem management (severity and Major Incident command, postmortem culture, root-cause remediation) and in managing against contractual SLAs.&lt;/li&gt; &lt;li&gt;Able to understand, or quickly master, retail-energy operations and the operational reality of running processes around a platform.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;What will set you apart&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;A credible partner to senior leadership and C-level clients, especially in a tense service review or live incident.&lt;/li&gt; &lt;li&gt;A strong people leader and coach across multiple disciplines, able to build a self-solving, high-performing culture.&lt;/li&gt; &lt;li&gt;Committed to radical candour and customer centricity, with experience scaling a high-growth SaaS business.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Where you&#39;ll work&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;We offer flexible working, with an expectation of 3 days a week in the office. This gives us the best of both: real time together to collaborate and build relationships, with the flexibility to work in the way that suits you best the rest of the week.&lt;/p&gt; &lt;p&gt;&lt;strong&gt;Kaluza Values&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;Here at Kaluza we have five core values that guide us as a business:&lt;/p&gt; &lt;p&gt;&lt;strong&gt;&lt;em&gt;Play to win, Solve the real problem, Build trust every day, Own the outcome, Go further together.&lt;/em&gt;&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;&lt;strong&gt;Our Perks&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Pension Scheme&lt;/li&gt; &lt;li&gt;Discretionary Bonus Scheme&lt;/li&gt; &lt;li&gt;Private Medical Insurance + Virtual GP&lt;/li&gt; &lt;li&gt;Life Assurance&lt;/li&gt; &lt;li&gt;Access to Furthr - a Climate Action app&lt;/li&gt; &lt;li&gt;Free Mortgage Advice and Eye Tests&lt;/li&gt; &lt;li&gt;Perks at Work - access to thousands of retail discounts&lt;/li&gt; &lt;li&gt;5% Flex Fund - to spend on the benefits you want most&lt;/li&gt; &lt;li&gt;26 days holiday&lt;/li&gt; &lt;li&gt;Flexible Bank Holidays - Giving you an additional 8 days which you can choose to take whenever you like&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Personal Learning Budget - Upskill, learn and grow!&lt;/li&gt; &lt;li&gt;Home Office Budget&lt;/li&gt; &lt;li&gt;And more!&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;We want the best people&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;We’re keen to meet people from all walks of life - our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.&lt;/p&gt; &lt;p&gt;We understand some people may not apply for jobs unless they tick every box. But if you&#39;re excited about joining us and think you have some of what we&#39;re looking for, even if you&#39;re not 100% sure, we&#39;d still love to hear from you.&lt;/p&gt; &lt;p&gt;Find out more about working in &lt;a href=&quot;http://kaluza.com&quot;&gt;Kaluza&lt;/a&gt; on our &lt;a href=&quot;https://kaluza-dev.webflow.io/careers&quot;&gt;careers page&lt;/a&gt; and &lt;a href=&quot;https://www.linkedin.com/company/kaluza/&quot;&gt;LinkedIn&lt;/a&gt;. &lt;br&gt;&lt;br&gt;You can also find our Applicant Data Protection Policy &lt;a href=&quot;https://www.kaluza.com/applicant-data-protection-notice&quot;&gt;here&lt;/a&gt;.&lt;/p&gt; &lt;p&gt;&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/p&gt;<p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>