Senior Service Delivery 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.

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 service delivery risks, handle critical escalations and ensure that regional operations align seamlessly with localised compliance demands.

Ultimately, your leadership will transform data-driven operational insights into tangible service enhancements. By elevating service quality, scalability, and efficiency, the Senior Service Delivery Manager will directly contribute to Nscale’s strategic growth, safeguarding our reputation as the premier trusted partner for the next generation of artificial intelligence.

What You’ll be Doing:

• Own and optimise end-to-end critical service delivery processes, driving the maturity and adoption of ITIL best practices across Nscale’s Service Management framework.
• Chair and lead strategic regional governance forums—including Availability Roadmap Planning, Problem Review Forums, and the Change Advisory Board (CAB)—to minimise operational friction and maximise AI infrastructure availability.
• Develop, maintain, and negotiate clear and robust Customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) that accurately reflect AMER customer requirements and support scalable growth.
• Act as the vital operational bridge between Nscale’s global engineering teams and the AMER customer base, assisting with the management of customer specific incidents.
• Spearhead regional stakeholder management, ensuring service delivery strategies align seamlessly with localised compliance, regulatory, and security demands.
• Foster a culture of continuous improvement by coaching, mentoring, and guiding virtual, cross-functional teams toward optimised ways of working.
• Build and execute a comprehensive service reporting framework, utilising robust KPIs to provide high-level visibility and boost customer satisfaction.
• Translate data-driven operational insights and trend analyses into tangible service enhancements, proactively identifying bottlenecks to improve efficiency and allow the infrastructure to operate at scale.
• Proactively manage and mitigate service delivery risks, implementing preventative measures to safeguard infrastructure stability.
• Decisively handle critical, high-impact escalations, acting as the senior point of contact to swiftly resolve issues and protect Nscale's reputation as a trusted AI partner.
• Work closely with Strategic Customer Engineering to support their role as the primary customer point of contact, ensuring consistent and high quality backend support for the accurate tracking of customer data.
• Ensure all issues and actions pertaining to individual customer solutions are managed, tracked, and resolved.
• Ability to act as a designated Escalation Manager during critical incidents, which may involve participation in a scheduled oncall rotation outside of business hours.

About You:

Qualifications & Core Expertise

• Hold an ITIL or equivalent certification (v3 Expert/v4 Managing Professional preferred) with a proven track record of designing, maturing, and embedding ITSM frameworks in complex enterprise environments.
• Direct experience or a strong technical understanding of Hybrid Cloud, High-Performance Computing (HPC), and Data Centre environments—ideally tailored to supporting AI or next-generation infrastructure.

Experience & Operational Leadership

• Extensive experience managing end-to-end service delivery, SLA/OLA frameworks, and governance in a fast-paced, high-growth tech or infrastructure company.
• Proven ability to quickly master complex, proprietary product ecosystems and technical architectures to effectively advocate for Nscale’s product suite.
• Demonstrated ability to prioritise, multi-task, and maintain composure under pressure, driving successful outcomes within strict, critical timelines.

Stakeholder Management & Communication

• Exceptional communication and interpersonal skills, with a proven ability to build trust and influence stakeholders at all levels—from Nscale's global engineering teams to AMER enterprise customer executives.
• Experienced in handling high-impact regional escalations, utilising diplomacy, urgency, and a solution-oriented mindset to safeguard customer relationships.
  
  

Data Literacy & Continuous Improvement

• Highly proficient in utilising ITSM tools, analytics platforms, and operational data to extract actionable insights, build robust reporting frameworks, and champion continuous improvement initiatives.
• Familiarity using Jira Service Management to support core ITIL processes, specifically Incident, Problem, Change, and Request Management.
• Experience using Jira Service Management (JSM) and Insight/Assets to manage configuration items (CMDB) and streamline change management processes.

What We Can Offer You

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

• Highly competitive package (base + equity) with reviews every 12 months. 
• Join the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI. 
• Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support. 
• Human-First Flexibility: We treat you as humans first. Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.

Join our thriving remote-first team. Geography is no barrier to impact or connection. We build seamless virtual collaboration, empowering you, wherever you work.

Equal Opportunities Statement

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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