O&m lead

Introduction Spectral is seeking a highly skilled Operations & Maintenance (O& M) Lead to own our customer-facing support and operational performance for projects in the O& M phase, following handover from the Delivery team. 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. This role carries direct line management responsibility for Tech Support and is critical to client satisfaction, retention, and operational excellence. How Delivery & O& M Work Together (STELLAR) 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.

About you Must Have:

5+ years in O& M delivery management 3+ years of experience leading a tech support or customer support team. Strong experience supporting a Saa S product, including use of API documentation. Engineering background, with a strong understanding of software and hardware / Io T 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.

Nice to Have:

Domain knowledge in the European renewable energy sector Experience working in startup or scale-up environments Ability to speak Dutch

About the role 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 Saa S 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 onboardin G 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

Apply for the job The starting date is flexible, but you could start immediately. Read more about us here and read about our projects here. Sounds good? Click on Apply. We are looking forward to hearing from you!