In this role, you will also lead and grow our Technical Support organization (4 direct reports: L1/L2)), establish scalable 24×7 support operations, and ensure that our customers receive exceptional service, reliability, and product value. You will collaborate closely with Product and Engineering and play a central role in shaping our support processes, knowledge systems, and performance management framework as we scale.

The Delivery Lead and the Operations & Maintenance (O&M) Lead work as a tightly aligned leadership pair, jointly responsible for the full customer lifecycle from contract signature through long-term operations.

Clear Ownership by Phase

• Delivery Lead owns all projects from signature through onboarding.

• O&M Lead owns all projects from post-onboarding through live operations.

• A formal handover process ensures continuity, accountability, and zero loss of operational context.

Joint Customer Responsibility

• During onboarding and stabilization, both roles may be jointly involved in:

  • Client communication

  • Risk management

  • Escalations
    

• Seamless customer experience with no visible internal handover friction.

• 5+ years in O&M delivery management
• 3+ years of experience leading a tech support or customer support team.
• Strong experience supporting a SaaS product, including use of API documentation.
• Engineering background, with a strong understanding of software and hardware / IoT technologies
• Proven ability to train customers on technical platforms.
• Strong customer-first mindset with a collaborative, problem-solving approach.
• Hands-on experience building and managing a 24×7 shift/on-call rotation.
• Proven collaboration with L3 Engineering teams, including writing high-quality escalation tickets.
• Strong history of SLA ownership and continuous service improvement.
• Experience converting client feedback into actionable Product insights.
• Proven ownership of support knowledge bases.
• Ability to provide clear, structured reporting to the COO across both delivery and O&M phases.

• Domain knowledge in the European renewable energy sector

• Experience working in startup or scale-up environments

• Ability to speak Dutch

Key Responsibilities

Renewable Asset Operations

• Oversee operational performance of solar, wind, and battery energy storage systems.

• Ensure compliance with technical, regulatory, and market participation requirements.

• Monitor asset performance and manage operational risks.

• Collaborate with engineering teams on performance optimization initiatives.

Tech Support Leadership

• Lead, mentor, and develop a growing team of L1/L2 Support Specialists.

• Set clear performance expectations, provide structured coaching, and conduct regular reviews.

• Design, document, and continuously improve:processes, workflows, and documentation, and internal reporting (KPIs, SLA compliance, etc.)

• Establish and maintain a 24×7 on-call and shift rotation with healthy team coverage.

• Participate in the on-call rotation as required.

Customer Support & Service Delivery

• Build and sustain a customer-first, solution-oriented culture.

• Ensure strict adherence to SLAs and continuous improvement of response and resolution times

• Enable customers to use the SaaS platform effectively through training and education

• Ensure support tickets contain complete, structured, high-quality information to streamline escalation to L3 Engineering.

Client Relationship and Incident Management

• Act as the trusted operational partner for clients during the O&M phase.

• Lead client communication during critical incidents, ensuring clarity and trust.

• Build long-term client relationships through transparency and reliability.

• Serve as the primary escalation point during O&M.

• Negotiate and manage SLAs with clients and partners.

Operational Excellence & Process Management

• Define, implement, and optimize O&M and support processes.

• Drive continuous improvements in Delivery-to-O&M handovers and cross-team collaboration

• Build a scalable operational foundation for future growth.

Cross-Functional Collaboration

• Partner with Product and Engineering to:

  • Escalate and resolve complex issues

  • Improve product reliability and usability

  • Translate customer feedback into clear, actionable product insights.

• Advocate consistently for the voice of the customer.

Knowledge Management

• Own and continuously improve the internal knowledge base.

• Ensure documentation supports:

  • Fast onboardinG

  • High team independence

  • Consistent service quality

• Drive documentation updates as the product evolves.

KPI & Performance Management

• Develop, track, and report on operational and support KPIs.
• Use data-driven insights for continuous improvement.
• Provide clear, concise reporting to the COO on operational performance, Incident trends, SLA compliance, Risks and dependencies and Delivery-to-O&M transitions

Spectral is a smart energy systems and platforms integrator driven by purpose. Presently, the grid's capacity for renewable energy is limited (10-20%) because of the fluctuating supply from renewable sources, to maintain stability. A successful clean energy transition hinges on innovative approaches to energy management and new business models. Spectral develops technological solutions for energy storage, demand flexibility, and local renewable energy to maximize their potential and build better smart grids.

As Spectralites, we are dedicated to accelerating the world's transition to a sustainable energy future. Achieving such a large-scale system change will require a monumental effort from everyone, and it will undoubtedly present significant hurdles. Rapid electrification across sectors and renewable energy expansion are creating grid congestion and complex balancing challenges. Our team is addressing the fascinating but difficult issue of energy inefficiency in modern structures, even with improved standards, focusing on poor climate system management and insufficient data transparency. By developing and deploying advanced technology platforms, we're driving faster change in real estate and energy, resulting in well-connected, more sustainable, and high-value assets.