NscaleSenior Service Delivery Manager
Nscale is hiring a Senior Service Delivery Manager in Houston, New York and San Francisco, United States. Level rates it ; you can apply on Nscale.
Level's read on this job
- On Level's scale, this role is Works on AI ●●●○: the daily work is on AI products, without building the model.
- The posting mentions service delivery, incident management and stakeholder management among its tools and skills.
- Level classes it as a senior role.
- Nscale has 284 other open roles on Level.
- Posted in the last few days.
AI in this role
Senior Service Delivery Manager overseeing operational relationships and service excellence for large AI infrastructure customers.
About the Role:
The Senior Service Delivery Manager works directly with some of the world’s largest and most sophisticated AI customers. You will work closely with customer operational teams driving operational excellence and managing our operational relationship. You will prepare for and drive Quarterly Business Reviews, act as a vital bridge between Nscale’s global engineering teams and our AMER customer base, and lead regional stakeholder management and service governance. Tactical elements of the role include proactively managing service delivery risks, leading incident response for critical escalations, crafting Root Cause Analysis documents for customers, and ensuring change does not adversely impact the availability of your service.
The successful candidate will own the end-to-end optimization of critical service delivery processes, driving the adoption of modern best practices across our services. By establishing robust Key Performance Indicators (KPIs) and timely reporting, you will champion a culture of transparency and continuous improvement, minimizing operational friction and maximizing infrastructure availability for your customer(s).
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.
It’s an exciting time to be a part of the AI revolution, come join our team and be at the centre of it all. Plus, data centers full of blinky blue lights, what’s more exciting than that?
What You’ll be Doing (Responsibilities):
Be the customer's operational advisor
- Serve as the primary operational point of contact for your assigned account(s), building relationships with stakeholders from engineers and admins to IT directors and CIOs.
- Develop a deep understanding of each customer's environment, integrations, business objectives and success criteria.
- Advise customers on service delivery management best practices
Own service health and operational excellence
- Proactively monitor account health using usage data, support trends, incidents and SLA performance, and act on risks before they escalate.
- Own the escalation path for critical and high-priority issues: coordinate Support and Engineering, keep customers informed, and drive issues to resolution.
- Lead post-incident reviews and root cause analysis communications, and follow through on preventive actions.
- Track SLA and service-level commitments and report on them transparently.
Drive adoption and value
- Run regular operational reviews and Quarterly Business Reviews (QBRs) covering service performance, adoption, open issues, and upcoming changes.
- Identify expansion opportunities and technical needs, and partner with Sales on renewals and growth.
Be the voice of the customer
- Represent customer needs internally
- Contribute to internal playbooks, knowledge base articles and process improvements for the Service Delivery team.
Team
- Provide mentorship to the team, fostering a high-performing culture of continuous improvement and professional growth, constantly raising the bar
- Participate in on call rotation
- Distilling operational learnings and scaling insights to other customers globally
About You (Skills / Qualifications):
Qualifications & Core Expertise
- 5+ years in a customer-facing technical role such as Technical Account Manager, Service Delivery Manager, Solutions Engineer, Support Engineer or Technical Consultant.
- Strong technical foundation in modern cloud infrastructure, including working knowledge of APIs, integrations, networking, identity and authentication, and system troubleshooting.
- Proven ability to manage complex Large Scale Event (LSE) escalations calmly, coordinating multiple teams under pressure.
- Experience owning a portfolio of enterprise customers and running executive-level reviews.
- Excellent written and verbal communication, with the ability to explain technical issues clearly to both engineers and business leaders.
- Familiarity with ITIL or similar service management practices (incident, problem and change management).
- Bachelor's degree in Computer Science, Information Systems or a related field, or equivalent practical experience.
- Proficient in utilising ITSM tools like Jira, analytics platforms, and operational data to extract actionable insights, build robust reporting frameworks, and champion continuous improvement initiatives.
For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.
Nscale does not accept unsolicited candidate submissions from recruitment agencies.
How we rate this
Senior Service Delivery Manager at Nscale rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where service delivery was part of your work. What did you do?
- Tell me about a project where incident management was part of your work. What did you do?
- Tell me about a project where stakeholder management was part of your work. What did you do?
- Tell me about a project where kpi tracking was part of your work. What did you do?
- Tell me about a project where root cause analysis was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Service Delivery, Incident Management, Stakeholder Management, Kpi Tracking, and Root Cause Analysis. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
Want an expert to read your CV for this job?
Free. Send your CV and the role you want next. We reply by email within 2 to 4 business days.
Get new operations jobs (Works on AI ●●●○ or higher) by email
One email a week with the new operations jobs (Works on AI ●●●○ or higher), each rated for how much AI is in the work. No recruiter spam, unsubscribe in one click.
Free. One email a week. Unsubscribe in one click.
Similar roles
Operations roles that work on AI, at other companies.
What kind of AI work fits you?
Answer 12 practical questions in about three minutes. Get a simple profile, the work it points to, and live roles to explore next.
Find my next step