Director of Platform Operations, Kaluza

• This role is based in either Bristol or London and requires an existing right to work in the UK
• An accomplished operations and support leader with a strong track record
• 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
• Genuinely AI-native - AI feels like leverage, and you 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
• We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you

Desirable

• This is a global leadership role accountable for how clients experience Kaluza 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
• Kaluza Platform Performance Assurance (KPPA) - our neutral source of truth on platform performance, monitoring contractual SLAs and journey health per client
• Kaluza 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 Kaluza'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