| Location | Melbourne, Victoria, Australia |
| Salary | $130,000 - $175,000 (+ SuperAnnuation) Role open date: Tuesday 3rd September 2024 Closing date for applications: Friday 4th October 2024 Kaluza reimagines energy to bring net-zero within everyone’s reach |
| Remote | See job post for details |
| First listed | In the last 3 months |
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Job Description
| Job Title: Service Desk Manager Location: (including hybrid): Melbourne, Australia Salary: $130,000 - $175,000 (+ SuperAnnuation) Role open date: Tuesday 3rd September 2024 Closing date for applications: Friday 4th October 2024 |
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| 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. From automating and simplifying core operations including billing to create a lower-cost, higher-engagement experience, to optimising energy usage across smart devices in the home, we turn tough challenges into win-win-win outcomes for customers, suppliers and the energy system. tric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies. Kaluza is currently in an exciting growth phase, undergoing the next phase of our international expansion in Melbourne to further reinforce our capabilities as a globally distributed energy platform. 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 really 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. Our goal is to build a self-sufficient and empowered team here on the ground in Australia. We’re well on our way, but until we get there we still have some reliances on our UK team. Being comfortable working flexibly for a portion of your working week to cover time zones is required. |
| Where in the world of Kaluza will I be working? |
| You’ll be working on Kaluza’s Energy Retail platform. This is a SaaS technology platform that aims to revolutionise the operating platforms for energy retailers globally. This platform has been built with scale and technical quality in mind and is the foundation for decarbonisation efforts by Kaluza’s customers. You’ll be working on Kaluza’s Flexibility platform. Designed to be the nervous system connecting energy retailers, grid operators, and consumers, Flex will aid us in creating the distributed, consumer-centric, dynamic energy system of the future. Bridging the gap between distributed renewable generation and smart devices, it helps consumers shift their energy consumption to times when there's more renewable energy. This not only saves them money, but enables society as a whole to meet the challenge of decarbonising transport and residential heating/cooling. We’re also supporting this vital shift by building the innovative technology behind unique, market-leading customer propositions like Vehicle to Grid and Drive Anytime Energy Plan with our energy retailer partners. |
| 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. Support from the wider Kaluza organisation is provided by teams based in Australia and the UK. Due to the time difference between Melbourne and the UK, you will need to manage client expectations and interactions with UK teams across time zones, with support from your UK and Australia counterparts. 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 client’s Client Support function. Work with Kaluza teams & Retail Clients to identify tooling and process improvements, specifically for the Australian energy industry. Other responsibilities: Use multiple information sources (such as BigQuery, Jira & API tools), to identify trends that represent underlying customers and operational impacting issues. Manage incoming escalations and ensure these tickets are either resolved or escalated to the team responsible. Effectively manage the take on of workarounds in lieu of features we can’t deploy straight away. Take the lead on investigations of critical issues, completing impact assessments and working with our Client Success manager and Product and Engineering teams to prioritise issues for fix/improvement and influence Product team backlogs. Improve the quality of incoming tickets by working closely with our clients’ teams to transfer knowledge. Serving on 24/7 call for one week at a time on a rota system. |
| 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 - the key to this is strong management of time and workload. Someone who is technically aware and has an understanding of key and emerging technologies. A great communicator (face-to-face and written) with excellent interpersonal skills - you will be representing the platform, managing the portal between Retailers and Kaluza; so building and maintaining strong relationships using collaboration tools is critical to being successful. 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. Our values are not words on a wall — they are at the heart of our culture. They are how we make decisions and how we treat each other. They are concrete and clear, and reflect what we as people, and as a business, really care about. 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 We're just getting set up in Australia for the first time, so we'll build out our full benefits offering in the coming months. Currently, from day one, you will 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'll then build out our benefits and progressive policies soon to ensure your Total Reward package is highly competitive, and that you're well looked after. |
| We want the best people 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. 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. Find out more about working in Kaluza on our careers page and LinkedIn. |
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