Service Coordinator

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 Coordinator will play a key role in strengthening Nscale’s IT Service Management (ITSM) capabilities by coordinating, governing, and continuously improving core service management processes. This role supports consistent, high-quality service delivery by driving best practices, enabling data-driven decision-making, and ensuring effective collaboration across teams. The Senior Service Coordinator contributes directly to improved customer satisfaction, operational efficiency, and Nscale’s broader strategic objectives.

What You’ll Be Doing

• Coordinate and support governance forums such as Availability Roadmap Planning, Problem Review Forums, and Change Advisory Board (CAB), ensuring meetings are well-prepared, outcomes are tracked, and actions are delivered.
• Work closely with Nscale teams to refine, document, and operate ITSM processes, tools, and workflows aligned to ITIL principles and Nscale’s Service Management framework.
• Produce trend analysis, dashboards, and high-level reporting to provide clear business and customer visibility of service performance.
• Act as a point of coordination across virtual teams, coaching and guiding colleagues to promote consistent ways of working and process adherence.
• Identify opportunities for continuous improvement within your areas of responsibility to increase efficiency and enable scalable operations.
• Support the establishment and maintenance of a robust service reporting framework, ensuring stakeholders receive regular, meaningful updates on service performance.
• Use data and insights to support root cause analysis, inform decisions, and contribute to ongoing service improvement initiatives.
• Assist in the development, review, and management of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), helping to ensure customer expectations are clearly defined and consistently met.

About You

• ITIL certified, with hands-on experience supporting or coordinating ITSM processes within a busy customer-facing or service environment.
• Broad IT background with a strong customer-centric mindset.
• Ability to build and maintain a working knowledge of Nscale products and services to support effective service coordination.
• Confident communicator, able to engage and influence stakeholders at all levels using clear, data-driven insights.
• Strong organisational skills, with the ability to prioritise, multitask, and deliver to agreed timelines.
• Comfortable working with reporting tools and internal systems, with a willingness to learn new tools to extract insights and performance metrics.
• Familiarity with, or interest in, hybrid cloud, HPC, and data centre environments.

What We Can Offer You

• The opportunity to work at the forefront of AI and high-performance computing innovation.
• A collaborative, fast-paced environment with genuine opportunities for learning, growth, and career development.

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.

For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.