Nscale
SeniorServiceDeliveryManager
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“Senior Service Delivery Manager at Nscale. Skills: Service Delivery Management, ITSM Frameworks, Stakeholder Management, Continuous Improvement. Optimise service delivery processes. Mature ITSM framework”
What You'll Achieve.
Maximise infrastructure availability; Support scalable growth; Align with compliance demands; Optimise ways of working; Improve efficiency; Safeguard infrastructure stability; Protect Nscale's reputation; Ensure consistent support; High quality backend support; Elevate service quality; Elevate scalability; Elevate efficiency
Industry & Context.
Root cause analysis; Data-driven insights; Trend analysis
On-call rotation
What They're Looking For.
Must Have
ITIL certification, 5+ years service delivery, Experience managing SLAs/OLAs, Experience managing governance, Experience with enterprise environments, Experience with complex environments, Experience with proprietary product ecosystems, Experience with technical architectures, Ability to prioritise, Ability to multi-task, Ability to maintain composure under pressure, Ability to drive outcomes within critical timelines, Experience handling regional escalations, Proficiency in ITSM tools, Proficiency in analytics platforms, Proficiency in operational data, Familiarity with Jira Service Management, Experience using Jira Service Management, Experience using Insight/Assets
Nice to Have
ITIL v3 Expert preferred, ITIL v4 Managing Professional preferred, Technical understanding of Hybrid Cloud, Technical understanding of HPC, Technical understanding of Data Centre environments, Experience supporting AI infrastructure, Experience supporting next-generation infrastructure
What You'll Do.
Optimise service delivery processes
Mature ITSM framework
Adopt ITIL best practices
Chair governance forums
Lead governance forums
Plan availability roadmap
Act as operational bridge
Assist with customer incidents
Spearhead stakeholder management
Align service delivery strategies
Foster continuous improvement
Coach cross-functional teams
Mentor cross-functional teams
Guide cross-functional teams
Build service reporting framework
Execute service reporting framework
Boost customer satisfaction
Translate operational insights
Translate trend analyses
Manage service delivery risks
Mitigate service delivery risks
Implement preventative measures
Support customer engineering
Manage customer issues
Track customer actions
Resolve customer actions
Act as Escalation Manager
Participate in oncall rotation
How You'll Work.
Team & Collaboration
Global engineering teams; EMEA customer base; Cross-functional teams; Strategic Customer Engineering
Communication Scope
Interpersonal skills; Build trust; Influence stakeholders
Process & Methodology
Roadmap Planning, Change Management
Full Job Description
About Nscale Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. At Nscale, our Support and Operations team plays a critical role in maintaining service availability, driving service reliability and rapid response to customer tickets. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future. About the Role As Nscale continues to pioneer high-performance AI cloud infrastructure, the Senior Service Delivery Manager (EMEA) will hold a critical role across the region. This role is responsible for scaling, maturing, and governing Nscale’s IT Service Management (ITSM) framework, ensuring our GPU-as-a-Service and cloud solutions deliver unparalleled reliability to enterprise clients and AI innovators. The successful candidate will own the end-to-end optimisation of critical service delivery processes, driving the adoption of ITIL best practices. By establishing robust Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), you will champion a culture of continuous improvement, minimising operational friction and maximising infrastructure availability. Acting as a vital bridge between Nscale’s global engineering teams and our EMEA customer base, this role will spearhead regional stakeholder management and service governance. You will proactively manage servi
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