Director, AI Cloud Support Strategy & Operations

Key Responsibilities

Service Delivery & Operations
• Build and lead the daytoday delivery and operations of Nscale’s AI Cloud services, ensuring performance, availability, and adherence to contractual commitments.
• Oversees multisite operations across North America and Europe, coordinating deployment, lifecycle management, and steady state operations.
• Establishes and maintains operational governance, service metrics, and review cadences to ensure predictable outcomes.
• Drives continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.

Customer Engagement
• Manages ongoing, consultative relationships with customer stakeholders focused on service delivery and operational excellence.
• Partners with Account Executives to support account plans, new deals, renewals and growth through strong delivery performance.
• Manages change control for out-of-scope requests, ensuring alignment, transparency, and risk awareness.
• Leads service reviews, operational updates, and escalations as needed.

People Leadership
• Directly manages and develops a global, matrixed team spanning operations, program management, and service delivery.
• Sets clear objectives, priorities, and accountability aligned with customer and business needs.
• Fosters a collaborative, result-driven culture across geographically distributed teams.
CrossFunctional Execution
• Works closely with Datacenters, Platform Engineering, Finance, and Supply Chain teams to align planning and execution.
• Supports the introduction of operational and service delivery innovations that improve reliability and reduce costs.
• Contributes operational input to service evolution and roadmap discussions.

How You’ll Make Your Mark
• Deliver consistent, high quality AI Cloud services at global scale.
• Build strong customer trust through dependable execution and clear communication.
• Lead and develop a high-performing global support operations team.
• Improve operational efficiency and service outcomes in a rapidly evolving AI infrastructure environment.



What You’ll Need

Education & Experience
• Bachelor’s degree or equivalent experience required; advanced degree preferred.
• 8–10+ years of experience in service delivery, operations, program management, or business management within IT, cloud, or infrastructure services.
• Experience leading global, distributed, and matrixed teams.
• Proven background supporting customer-facing services with operational accountability.
• Experience working crossfunctionally with Sales, Engineering, and Finance.

Knowledge & Skills
• Strong people leadership and operational management skills.
• Solid understanding of IT infrastructure, cloud services, or largescale platforms.
• Financial and operational awareness, including cost control and risk management.
• Excellent written and verbal communication skills.
• Ability to manage change and operate effectively in a fast paced environment.

Additional Skills:
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Planning Operations {

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