Senior Service Delivery Manager
Nscale is a London-based, full-stack AI cloud and infrastructure company that provides GPU compute, managed AI services, orchestration software, data centers, and power infrastructure for AI training, fine-tuning, and inference.
Funding history
About Nscale
Nscale builds and operates vertically integrated AI infrastructure spanning software, GPU compute, networking, storage, purpose-built data centers, and power. Its active cloud platform offers self-service inference endpoints, fine-tuning, managed Kubernetes and Slurm, virtual machines, and GPU clusters.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will be the operational advisor for assigned enterprise customers. You will monitor account health, coordinate critical escalations, lead root cause communications, track service commitments, run operational and quarterly business reviews, identify growth needs, and turn customer feedback into service improvements.
Requirements
- 5+ years in a customer-facing technical role
- Cloud infrastructure
- API
- integration
- networking
- identity and authentication
- system troubleshooting
- Large Scale Event escalation management
- Enterprise customer portfolio management
- Executive-level reviews
- ITIL or similar service management practices
- Jira
- ITSM
- analytics
- operational reporting
Responsibilities
- Serve as the primary operational contact for assigned customer accounts
- Understand customer environments, integrations, objectives, and success criteria
- Monitor account health, support trends, incidents, and SLA performance
- Coordinate critical escalations and drive issues to resolution
- Lead post-incident reviews, root cause communications, and preventive actions
- Track and report SLA and service-level commitments
- Run operational reviews and Quarterly Business Reviews
- Identify expansion opportunities and partner with Sales on renewals
- Represent customer needs internally
- Contribute to playbooks, knowledge-base articles, and process improvements
- Mentor the team and participate in on-call rotation
