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