Service Desk Manager Melbourne, Australia

Location: (including hybrid): Melbourne, Australia Closing date for applications: Friday 4th October 2024 Kaluza reimagines energy to bring net-zero within everyone’s reach. The Kaluza Platform enables energy utilities to unlock the full value of a radically changing energy system and propel us to a future where renewable energy is sustainable, affordable and accessible for all. This means that you would be one of the earliest Kaluza employees on the ground in Australia, working directly with our clients in the region. We're in the early days of building our team and so in-office presence to us is important - working closely with our clients to forge a strong working relationship. Our team currently works from our office in Melbourne CBD (Spencer St) 2-3 days per week. What will I be doing? You will be responsible for people management and day-to-day operation of the Kaluza Service Desk Team supporting our clients in Australia. You will play an integral part in growing and developing a client support team. This team is the interface through which all clients receive operational support from Kaluza. Therefore, strong relationship management and effective client-facing communication is critical to maintaining the trust of our customers. This is a hands-on team lead role. You will take the lead in maturing our support function in Australia, continuing to develop the team, in addition to getting involved in day-to-day support work. You’ll need to demonstrate a strong desire and ability to quickly grasp and work with new and existing technologies. Key responsibilities: Lead & manage the Kaluza Service Desk team in Kaluza’s rollout in the region to new clients. Measure and report on key SLA’s for Australian client issues and problems, escalating these within the platform when required. Manage stakeholders across Kaluza and our clients, setting clear expectations and providing timely updates. Create effective daily handovers for the team back in the UK. Coordinate daily focus and balance across the team based on incoming demand, as well as managing weekly and longer-term tactical focus. Coach and mentor the team on technical issue/Incident resolution and service operations processes. Create the conditions for the team to work effectively and autonomously, identifying and implementing tooling and process improvements to support in-team efficiency, interfaces with other Kaluza teams, and the automation of recurring solutions. Work closely with the wider Client Support team on strategic growth and process improvements for our Australian clients' Client Support function. Work with Kaluza teams & Retail Clients to identify tooling and process improvements, specifically for the Australian energy industry. Is this the job for me? Ideally you’ll have/be: Strong people management and leadership skills. A proven track record of developing high performing service operations teams. Experience of service transition and standing up support processes for new products and services. Knowledge of Energy processes and technologies. A flexible individual with the ability to change focus quickly, but not lose sight of priorities. Someone who is technically aware and has an understanding of key and emerging technologies. A great communicator with excellent interpersonal skills. Someone that challenges the way things are done and is always looking for a better, more efficient method for achieving the end result. A person who embraces collaboration, both within their domain and across the organisation. Kaluza Values Here at Kaluza we have five core values that guide us as a business: We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose. Kaluza’s vision is to power a world where net-zero is within everyone’s reach. Would you be interested in joining us to help achieve this? From us you’ll get: Progressive leave policies - including leave dedicated to the moments that matter to you the most. Annual discretionary bonus. Dedicated personal learning and home office budgets. Flexible working — we trust you to work in a way that suits your lifestyle. 26 days holiday. Kaluza Share Scheme. 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. 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.

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