Senior Services Operations Lead

Kinetic

Senior Service Operations Lead at Kinetic Software, managing customer escalations and operational issues. Collaborating across technical teams to enhance service processes.

Posted 5/13/2026full-timeMilton Keynes • 🇬🇧 United KingdomSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Demonstrable experience managing complex, senior customer escalations in a B2B SaaS environment, with an understanding of how operational, product, and engineering teams prioritise and manage issues.
Sufficient technical fluency to understand cloud operations, infrastructure incidents, support issues, and SaaS product behaviour; enough to ask the right questions and earn credibility with technical and product teams.
Strong process orientation: able to design, implement and maintain tracking frameworks without instruction.
Excellent cross-functional coordination skills, comfortable influencing without authority across multiple teams and functions.
High emotional intelligence and composure under pressure, particularly in customer-facing situations involving service failures.
Clear, confident communicator, able to adapt tone and content for frustrated customers, technical engineers, and senior leadership alike.
Comfortable working in an AI-enabled environment and curious about how AI tools can improve operational workflows, issue tracking, and cross-functional coordination.

Benefits

Comp & perks

25 days holiday (plus bank holidays) - with extra days the longer you're with us
Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
Enhanced pension contributions to support your future
Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
Salary sacrifice schemes for electric vehicles and cycle-to-work
24/7 access to our Employee Assistance Programme for confidential advice and support
A full annual health check to keep you at your best
A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
A genuine people-first culture where your growth and wellbeing come first
Performance-related bonus scheme to reward your contribution
Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent

ATS Keywords

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Hard Skills & Tools

B2B SaaScloud operationsinfrastructure incidentssupport issuesSaaS product behaviourtracking frameworksissue tracking

Soft Skills

customer relationship managementcross-functional coordinationinfluencing without authorityemotional intelligencecomposure under pressureclear communicationprocess orientation