Franklin Energy is a leading electric vehicle (EV) charging provider based in the North West with operations nationally. The electric car charging market is set to grow exponentially over the next 5 years and Franklin Energy will be at the forefront of this revolution providing electric vehicle charging on an unprecedented scale working with high profile clients such as Jones Lang LaSalle, Q Park, NHS and Transport for Scotland. This is an opportunity for an individual to be part of the electric vehicle revolution as the UK has ambitious growth targets to have over 1 million EVs on the road by 2025 and reduce CO2 emissions by 80% before 2030.


The IT Service Delivery Manager will form part of the dynamic team and will be responsible for the operations of the Franklin Energy charging network. The network is expected to grow from circa 400 charging points today to 1,000 + by the end of 2021. The person will have a proactive and creative approach to problem solving and have a proven track record of managing IT operation systems using cloud based platforms. The IT Service Delivery manager will be responsible for the performance of the charging network with an up-time of >99% targeted across the network of fast and rapid charging points. This will involve working closely with the charging point manufacturers to ensure optimal uptime across the network and new software features are updated in line with manufacturer protocols, assisting the project delivery team with the commissioning engineer and go live date.

In addition, the candidate will also be responsible for business development and all-round Infrastructure and Service Management with a strong customer support focus. Additionally, responsible for managing 3rd party suppliers and developers to deliver fit for purpose charging infrastructure software (SaaS).

Given Franklin Energy is still in a start-up mode, the candidate must be flexible with both working hours and agile to adapt to change. No two days are the same and Franklin Energy is pioneering new technologies in fields of smart charging using integrated battery storage as an example.

The ideal candidate will have previous experience of working within a similar role, ideally within telecommunications, renewables/utilities, strong management skills with the ability to drive projects forward.

Key responsibilities:

The IT Service Delivery Manager will report directly to the operations manager and management board.

Dealing with customer queries on both B2C and B2B, customer service is important for Franklin Energy, so the candidate needs to have a strong customer service approach.

Project values can range from £10,000 - £1 million + and the IT Service Delivery Manager will be responsible for managing the entire network of charging points. We envisage the team to grow under the IT Service Delivery Manager with technical support agents coming on board in mid-late 2021.

Responsibilities include but are not limited to:

  • Technical implementation and support of EV Charging Infrastructure.
  • On boarding charging points to back office
  • Provide 2nd and 3rd line support for clients, using our cloud based operation platform for remote diagnostics, preventative maintenance and software + firmware updates
  • Design and implementation of services, strategy and processes including Incident, Problem, Service level and Supplier Management.
  • Provide network reports on usage to clients with data analytics to assess charging points and site performance
  • Provide admin for drivers, assist drivers with queries on accounts, issuing RFID cards, online payment related issues (Stripe)
  • Ensuring smooth processes are in place for responsive maintenance to meet stipulated response times
  • Remotely Assisting commissioning engineers on boarding charging points
  • Managing asset registration of charging infrastructure
  • Implement remote Load management of EV charging systems
  • Overseeing internal IT systems including company emails and servers
  • Working closely with R&D/ innovation team on new technologies such as frequency response, battery storage, vehicle 2 grid etc

Key skills/experience:

  • Knowledge of ITIL practices. Formal ITIL qualifications are desirable but not essential.
  • Minimum 2+ years experience in a similar role.
  • Bachelors degree within an IT discipline is an advantage
  • Experience in using Salesforce CRM systems
  • Customer support/ service desk management
  • Experience with Open Charge Point Protocol is an advantage
  • Knowledge of electrical systems and the electricity grid is an advantage
  • Previous project management skills in a similar industry and experience in telecommunications, electrical engineering or renewables is a big advantage.
  • The candidate must be dynamic, driven with an attention to detail and positive work mentality.

The candidate will be based out of our company offices in Baltic Triangle area of Liverpool.

to apply, please send a cover letter and your CV to [email protected]

Any questions about
our current openings?

If we do not have a suitable vacancy for your skills at present email us your CV to us at [email protected] and we will notify you when something suitable becomes available.

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