Senior Service Manager

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. 

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

The Senior Service Manager will enhance Nscale's ITSM capabilities, governing and optimizing key processes. This role drives best practices, continuous improvement, and performance measurement, ultimately improving service quality, operational efficiency, and contributing to Nscale's strategic goals through excellent IT service delivery.

What You’ll be Doing 

• Facilitate governance meetings, for example Availability Roadmap Planning, Problem Review Forums, Change Advisory Board, to ensure effective operation of the process. 
• Work closely with the Nscale teams to refine and manage the process, supporting tools and outcomes, which are aligned to ITIL and Nscale’s Service Management framework.
• Provide trend analysis and high-level reporting for business visibility. 
• Coach, guide and train virtual teams accordingly to support better ways of working.
• Continually improve your areas of responsibilities to improve efficiency and allow working at scale
• Establish and maintain a robust service reporting framework and regularly update stakeholders on service performance to increase customer satisfaction.
• Utilise data-driven insights to inform decision-making and drive continuous improvement efforts.
• Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs), ensuring they accurately reflect customer requirements and are consistently met or exceeded.

About You 

• Certified ITIL professional with practical experience of managing ITSM processes in a busy Customer Service environment. 
• Broad IT experience with a clear link to customer focus. 
• Ability to maintain up-to-date knowledge of Nscale products
• Demonstrated ability to communicate and influence credibly at all levels of Nscale and Nscale’s customers using a data driven approach. 
• Ability to prioritise, multi-task, and perform effectively within clear timelines
• Familiarity with and an interest in learning other internal tools to work efficiently to extract the necessary insights and metrics. 
• Familiarity with hybrid cloud/HPC/Datacentre environments.

What We Can Offer You

• Opportunity to work at the forefront of AI and high-performance computing innovation.
• A collaborative and dynamic work environment with growth and development opportunities.

At Nscale, we are committed to fostering an inclusive, diverse, and equitable workplace. We believe that a variety of perspectives enriches our work environment, and we encourage applications from candidates of all backgrounds, experiences, and abilities.  We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.

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