Global Platform Operations Director

Kaluza; West of England; Hybrid; GBP 141,000 - 170,000; Full time

Benefits offered by this job

Pension Scheme

Discretionary Bonus Scheme

Private Medical Insurance + Virtual GP

Life Assurance

Home Office Budget

26 days holiday

Flexible Bank Holidays

Personal Learning Budget

Job summary

Kaluza is seeking aDirector of Platform Operations to lead three global functions: Client Support, KPPA, and KPS. You will manage incidents, SLA performance, and product-driven improvements while maintaining a strong client focus across regions.

This role demands strategic leadership, cross-functional influence, and a data-driven mindset. You will drive automation, harness AI to improve operations, and partner with senior leaders to ensure exceptional client experiences across Bristol or London,

Qualifications

• Proven experience leading client support and service operations at scale.
• Experience driving incident response and problem management across regions.
• Ability to balance business objectives with client needs in a high-growth SaaS environment.

Responsibilities

• Own incident response end to end, including severity and major incidents.
• Oversee global SLA monitoring and performance reporting per client.
• Drive automation and AI initiatives to reduce manual effort across support, assurance and operations.

Skills

Operations leadership

Client support management

AI-native mindset

Incident & problem management

Senior stakeholder collaboration

Tools

Datadog

Jira Service Management

Databricks

BigQuery

Job description

Kaluza is seeking aDirector of Platform Operations to lead three global functions: Client Support, KPPA, and KPS. You will manage incidents, SLA performance, and product-driven improvements while maintaining a strong client focus across regions.

This role demands strategic leadership, cross-functional influence, and a data-driven mindset. You will drive automation, harness AI to improve operations, and partner with senior leaders to ensure exceptional client experiences across Bristol or London,