Kinetic

Product Manager

• Visit customers on site (3 to 4 times a year for your product area) and run co-design sessions to validate priorities
• Build direct relationships with key customers
• Use AI tools to synthesise support ticket data, usage patterns, and competitive intelligence into clear product direction
• Run hypothesis-driven discovery before committing engineering effort to major initiatives
• Define adoption metrics and track whether shipped features are actually delivering value
• Own and maintain a prioritised product backlog based on business value, customer impact, and strategic alignment
• Write user stories with clear acceptance criteria, using AI to draft and improve quality, and work with engineers through refinement and estimation
• Run 2-week sprint cycles, protect committed work from scope creep, and drive delivery predictability
• Triage and prioritise bugs alongside feature work
• Manage cross-product dependencies, especially across the Delphi estate where shared databases and code libraries mean a change in one product can affect others
• Participate in product governance, including the fortnightly Product Review Board
• Forecast delivery 6 to 12 weeks ahead and track accuracy over time
• Submit weekly delivery reports covering progress, risks, and RAG status
• Put together go-to-market packs for launches: customer communications, positioning, internal briefings, and support docs
• Brief customer services, support, and sales ahead of launches and significant updates
• Represent your product area in cross-functional discussions and present to leadership
• Make sure other departments deliver on their part of a launch

Product Owner

Support Engineer

• Manage and develop Senior Support Analysts (3-4 people) and 3rd Line Developers (2 people)
• Conduct regular 1-on-1s and provide ongoing coaching and feedback
• Set clear goals and performance expectations aligned with team objectives
• Manage performance issues and development plans as needed
• Support career development and progression planning for direct reports
• Participate in recruitment and hiring for senior technical roles
• Foster a positive, collaborative team culture focused on technical excellence
• Serve as final technical escalation point for the entire support organisation
• Lead resolution of the most complex technical issues across all systems
• Provide technical guidance to Senior Support Analysts and 3rd Line Developers
• Make technical decisions on complex customer issues or system problems
• Lead critical incident response and post-incident reviews
• Ensure technical quality and consistency across the team's work
• Stay current on platform changes, new features, and technical developments
• Work closely with Customer Support Manager on team strategy and direction
• Contribute to process improvements and operational excellence initiatives
• Identify systemic issues and work with Product/Engineering on solutions
• Provide technical input on roadmap prioritisation and customer impact
• Represent Support in technical meetings with Product and Engineering
• Analyse metrics and trends to identify improvement opportunities
• Build strong relationships with Product, Engineering, and other technical teams
• Advocate for customer needs in technical discussions and prioritisation
• Collaborate on knowledge transfer and documentation with other departments
• Participate in cross-functional projects and initiatives

Technical Support Team Lead

Operations

• Serve as the senior escalation point for customers experiencing significant or recurring service issues, owning the customer relationship through to resolution.
• Communicate proactively and credibly with affected customers, setting expectations, providing updates, and closing the loop when issues are resolved.
• Act as the bridge between the customer's experience and the internal teams responsible for resolution, ensuring both sides are informed and aligned.
• Work closely with the Customer Experience team to ensure clean, confident handoffs when service escalations arise, giving them the assurance that issues are in safe hands.
• Own and maintain a formal operational debt and issue register, capturing known problems, their status, accountable owners, and resolution progress.
• Drive the identification and documentation of root causes, particularly those surfaced through incidents, outages, and customer escalations.
• Chase and coordinate resolution activity across teams, including product and engineering teams where issues have a product or platform dimension, ensuring progress without holding authority, influencing through relationship and rigour rather than hierarchy.
• Surface patterns and systemic issues to the COO with clarity and context, enabling strategic prioritisation without requiring the COO to be in the detail.
• Build trusted relationships with the heads of Support, Cloud Operations, Professional Services, and Information Security, as well as Product Owners and their engineering teams, acting as a supportive peer, not an auditor.
• Identify where coordination gaps between teams are causing delays or quality issues, and work with the relevant heads to close them.
• Develop and maintain clear processes for how escalations are handled, tracked, and resolved, bringing structure without bureaucracy.
• Provide regular, concise reporting to the COO on the status of open escalations, the operational debt backlog, and progress against resolution.

Senior Services Operations Lead

Administration

• Orchestrate the delivery and testing of new application infrastructure
• Implement customer infrastructure and application change requests in line with business policies and practices
• Support the deployment and testing of software updates and hotfixes
• Support the troubleshooting of infrastructure and application issues
• Document fixes, processes, and improvements to strengthen internal knowledge sharing
• Maintain alignment with security standards such as ISO27001 and PCI-DSS

Application Infrastructure Administrator

Financial Planning and Analysis

• Process and vet supplier invoices - including spotting anything that looks off or fraudulent.
• Obtain approvals from business stakeholders and load invoices for payment accurately.
• Perform bank reconciliations and maintain financial accuracy across accounting systems.
• Manage employee expenses, ensuring compliance with company policy.
• Process and reconcile intercompany transactions across group entities.
• Track and monitor costs against forecasts, flagging gaps and helping to update projections.
• Monitor overdue invoices and proactively chase debt with internal and external stakeholders.
• Escalate concerning debt in a timely way, working collaboratively with the wider team.
• Use Claude AI APIs as an integrated part of your daily work - automating tasks, drafting communications, building reporting tools and identifying smarter ways of doing things.
• Support month-end processing tasks, working collaboratively to meet reporting deadlines.
• Engage in ad-hoc projects and tasks as needed

Product Owner

Technical Support Team Lead

Senior Services Operations Lead

Application Infrastructure Administrator

Finance Assistant