Workflow Manager (O&M Traffic Control)

SUMMARY:
O&M Traffic Control Function

POSITION INFO:

Note: This role is with Matriarch Asset Managers, a Fedgroup Partner Company.

Workflow Manager

(O&M Traffic Control Function)

About Us

Matriarch is a specialist energy asset and utilities management partner, delivering advanced Solar O&M and tailored Utilities Management solutions. Through disciplined execution, IoT-enabled insight, and operational excellence, we optimise asset performance while safeguarding SLA compliance and long-term client value.

Purpose

The Workflow Manager serves as the central coordination hub within the O&M function, ensuring disciplined information flow, accurate ticket routing, and structured work allocation. Acting as the operational “traffic controller” between Asset Managers, Technical teams, Service Desk, and specialist resources, this role protects SLA performance by ensuring that issues are prioritised correctly, routed efficiently, and closed out effectively. This is a high-impact operational coordination role requiring strong systems thinking, structure, and the ability to perform under pressure.

Key Responsibilities

Ticket Governance & Information Control

• Own and manage the O&M ticketing system to ensure data integrity and operational transparency.
• Implement and enforce ticket conventions, classification standards, and data quality controls.
• Categorise and prioritise tickets in line with SLA requirements and defined response matrices.
• Ensure adequate and accurate information is captured to brief stakeholders and technical teams effectively.
• Monitor the full ticket lifecycle and drive closure efficiency.

Work Allocation & Routing

• Refine, implement, and adhere to structured workflow routing matrices.
• Allocate work to appropriate technical resources based on priority, capacity, skillset, and regional requirements.
• Ensure alignment between Asset Managers, Service Desk, and Technical teams to minimise bottlenecks.
• Balance workload distribution to protect SLA compliance and technician utilisation.

SLA Monitoring & Operational Reporting

• Monitor response times, escalation triggers, and SLA exposure across active tickets.
• Track RMA workflows and ensure timely progression through required stages.
• Maintain clear operational reporting and real-time visibility of ticket status.
• Proactively escalate risks, delays, or systemic workflow issues to relevant managers.

Qualifications & Experience

• Project management experience or formal project management training.
• Proficiency in Excel and experience with platforms such as Xero, Freshdesk, or similar ticketing/ERP systems.
• Experience in service coordination, dispatch, technical administration, or operational control environments.
• Strong hands-on experience with workflow and ticketing systems.
• Highly organised, structured, and detail-oriented.
• Strong understanding of SLAs, response prioritisation, and escalation protocols.
• Clear communicator with strong stakeholder coordination skills.
• Calm under pressure and capable of managing high ticket volumes in a fast-paced environment.