Senior Service Delivery Manager

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.

Responsibilities

• 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

Additional Information

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.

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