> Markdown version of [/jobs/ext/1913163-director-of-platform-operations](https://www.wearedevelopers.com/jobs/ext/1913163-director-of-platform-operations). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director of Platform Operations - **Company:** Kaluza Ltd. - **Location:** London, UK - **Salary:** £141,000.0 - £170,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, BigQuery, Software as a Service, Data Integrity, Datadog, Performance Monitor, Databricks - **Published:** August 4, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=c21db087e3d75587 ## About the Role Ideally you'll have/be: * 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. What will set you apart * 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. ## Description 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. ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Inside Bitpanda's Tech Stack: Scaling a European Fintech Leader - Markus Dorner](https://www.wearedevelopers.com/videos/1979-inside-bitpanda-s-tech-stack-scaling-a-european-fintech-leader-markus-dorner) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Data Governance in the Era of AI](https://www.wearedevelopers.com/videos/1622-data-governance-in-the-era-of-ai) - [Making Data Warehouses fast. 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