Head of Support

The Head of Support, Europe, will lead Energy One’s support function to deliver exceptional service for our cloud-hosted energy software solutions. Based in Solihull, this role is accountable for building and managing a high-performing support team, embedding process-led service delivery, driving client satisfaction, and ensuring operational excellence across multiple products. By applying ITIL best practices, leveraging analytics, developing people, and promoting a culture of accountability and continuous improvement, the Head of Support will ensure stable, reliable systems and trusted client relationships that underpin Energy One’s growth in Europe. 

• Drive Process-Led Service Excellence: Own end-to-end service delivery by embedding ITIL-aligned processes, governance and controls that enable the team to consistently meet SLA and KPI targets while improving quality, responsiveness, and client confidence.
• Lead with Purpose: Coordinate incident management, ensuring Root Cause Analysis is completed, corrective actions are tracked, recurring issues are addressed through problem management, and lessons learned are embedded into support processes to keep systems stable and reliable.
• Leverage Power BI and Analytics: Develop and maintain insightful dashboards and reports to monitor and support performance, identify trends, and drive data-informed decision-making.
• Champion the Client Support Experience: Own the quality and consistency of the client support experience, ensuring clients receive clear communication, proactive updates, effective escalation management, and a responsive service that builds trust and confidence in Energy One.
• Own and optimise the support technology stack: act as the business owner for Jira Service Management and the wider Atlassian toolset, ensuring workflows, automation, dashboards, and service processes are configured effectively to support operational excellence.
• Define and Improve the Support Operating Model: Document, embed and continuously improve clear processes for incident management, service requests, escalations, problem management, knowledge management, and client communications, ensuring consistent execution across products, teams, and regions.
• Lead, Coach and Develop the Support Team: Provide clear people leadership across the support function, setting expectations, managing performance, coaching team members, developing capability, and creating a culture of accountability, collaboration, ownership, and continuous improvement.

• 5+ years in service delivery management, ideally within energy markets, financial software, or SaaS/cloud environments.
• Experience leading support teams in SaaS, cloud, or software environments, with a track record of improving service performance, operational discipline, and client outcomes.
• Strong technical proficiency across the Atlassian toolset, with hands-on ownership of Jira Service Management as a core support platform. The candidate must be confident in configuring workflows, queues, SLAs, automation, reporting, permissions, and service desk processes, acting as the system owner who can continually improve the tool to support scalable, ITIL-aligned service delivery.
• Proven people leadership skills, with experience managing team performance, developing capability, holding teams accountable, and building high-performing support teams.
• Excellent communication skills and a detail-oriented, proactive approach to problem-solving.
• Pension with Aviva: Energy One contributes 8%, with employees having the option to make their own contributions
• 25 days annual leave (pro-rata to start date)
• You Day – an additional day of wellness leave
• Employee Share Scheme: After one year of service, employees receive AUD 1,000 worth of Energy One shares annually
• Life Assurance (AIG) – 4x salary
• Private Medical Insurance with AXA (employee only), with the option to add dependents at an additional cost
• Cash Plan  with BHSF
• Cycle to Work Scheme (Salary Sacrifice)
• EV Car Scheme (Salary Sacrifice)
• Employee Assistance Programme
• Hybrid working – currently, most employees attend the office 2-3 days per week