Nscale
Technology
SeniorServiceDeliveryManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Service Delivery Manager at Nscale. Skills: Service Delivery Management, ITSM Frameworks, Stakeholder Management, Service Governance. Optimise service delivery processes. Mature ITSM framework”
What You'll Achieve.
Maximise AI infrastructure availability; Boost customer satisfaction; Improve efficiency; Safeguard infrastructure stability
Industry & Context.
Root cause analysis; Troubleshooting; Data-driven insights
On-call rotation
What They're Looking For.
Must Have
ITIL or equivalent certification, 5+ years managing service delivery, Experience managing SLAs/OLAs, Experience managing governance, Experience in fast-paced tech company, Experience in high-growth tech company, Ability to master complex ecosystems, Ability to prioritise, Ability to multi-task, Ability to maintain composure under pressure, Ability to drive outcomes within critical timelines, Exceptional communication skills, Exceptional interpersonal skills, Ability to build trust, Ability to influence stakeholders, Experience handling high-impact escalations, Proficiency in ITSM tools, Proficiency in analytics platforms, Proficiency in operational data, 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-gen infrastructure
What You'll Do.
Optimise service delivery processes
Mature ITSM framework
Govern ITSM framework
Drive adoption of ITIL best practices
Champion continuous improvement
Minimise operational friction
Maximise infrastructure availability
Bridge engineering and customer base
Spearhead regional stakeholder management
Spearhead service governance
Manage service delivery risks
Handle critical escalations
Align regional operations with compliance
Transform insights into service enhancements
Elevate service quality
Chair governance forums
Lead governance forums
Plan availability roadmap
Manage Change Advisory Board
Assist with customer incidents
Ensure strategies align with compliance
Ensure strategies align with regulatory demands
Ensure strategies align with security demands
Foster continuous improvement
Coach cross-functional teams
Mentor cross-functional teams
Guide cross-functional teams
Optimise ways of working
Build service reporting framework
Execute service reporting framework
Boost customer satisfaction
Translate insights into enhancements
Allow infrastructure to operate at scale
Mitigate service delivery risks
Implement preventative measures
Safeguard infrastructure stability
Protect Nscale's reputation
Support customer engineering
Manage customer solution issues
Track customer solution actions
Resolve customer solution actions
Act as Escalation Manager
Participate in on-call rotation
How You'll Work.
Team & Collaboration
Global engineering teams; AMER customer base; Cross-functional teams; Strategic Customer Engineering
Communication Scope
Stakeholder influence; Customer relationships
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 (AMER) 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 AMER customer base, this role will spearhead regional stakeholder management and service governance. You will proactively manage ser
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