Operation Center Manager

The Company

We are entering a new era, with utilities worldwide transforming to meet business and sustainability targets. For over 35 years Gentrack has been partnering with the world s leading utilities, and more than 60 energy and water companies rely on us. Gentrack, with our partners Salesforce and AWS, are leading today s transformation with g2.0, an end-to-end product-to-profit solution. Using low code / no code, and composable technology, g2.0 allows utilities to launch new propositions in days, reduce cost-to-serve and lead in total experience.

Our Values and Culture

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

• Respect for the planet


• Respect for our customers and


• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack s global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

The Opportunity

This is a unique opportunity to shape and lead a brand-new global support function for our SaaS business. We are seeking a proven operations leader to establish and grow a team of support engineers who will cover critical 24x7 support and maintenance services. Starting with a small, highly capable team operating on an on-call roster, you will lay the foundations for the people, processes, and tooling that will evolve into a fully operational, round-the-clock support centre within 1 2 years.

The role offers significant autonomy and scope to design the service model from the ground up, building a function that enables resilience and reliability for our customers worldwide. You will have the chance to directly influence and deliver long-term impact, combining hands-on leadership with the satisfaction of creating a global capability that will become central to our customer success story.

The Specifics

• Recruit, mentor, and develop a high-performing team of support engineers, starting small and scaling to a fully staffed shift-based operation.


• Influence the strategy & business casing and provide requirements for tools, training, and support your team needs to succeed.


• Ensure the delivery of consistent, high-quality support with a focus on service reliability, customer satisfaction, and operational excellence.


• Consistently meet and exceed committed customer service levels.


• Maximise the productivity and value delivered by the team to customers, internal stakeholders and partner teams.


• Actively drive adoption of best practices and continuous improvement in support & maintenance processes in your team and among your Gentrack stakeholders.


• Partner with product, engineering and customer success teams to drive and deliver improvements in service reliability, incident prevention, time-to-resolve.

What were looking for (you don t need to be a guru at all, we re looking forward to coaching and collaborating with you):

• Strong experience in leading teams providing 24x7 operational support teams in a SaaS, cloud infrastructure, and/or similar technical managed services capacity.


• Certification or experience in ITIL Service Operations and Service Transition practices.


• Knowledge of observability, service management and operational support software and tools.


• Customer & people focused leadership combined with a passion to deliver to the highest standards.


• Familiarity with utilities industry and enterprise billing & CRM business processes is beneficial but not essential.


• You love data and combine it with your experience and intuition to solve problems and measure the impact of innovation.

What we offer in return:

• Personal growth in leadership, commercial acumen and technical excellence


• To be part of a global, winning high growth organization with a career path to match


• A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos


• A competitive reward package that truly awards our top talent


• A chance to make a true impact on society and the planet

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.