HPC (High-Performance Computing) Service Delivery Manager
About The Position
The HPC Service Delivery Manager is a technical operations leader responsible for end-to-end delivery, reliability, and optimization of large-scale computing clusters, storage systems, and specialized software stacks. The role oversees infrastructure operations, service-level performance, compliance and security, client relationships, incident response, and continuous service improvement. It also coordinates delivery across engineering, support, and operations teams and contributes technical expertise and writing skills to required contract deliverables. The position includes people-management responsibilities for assigned personnel, including performance management, employee development, engagement, conflict resolution, communication, delegation, and fostering a respectful and inclusive environment. The role is remote, has 40 scheduled weekly hours, and requires less than 10% travel.
Requirements
- At least 10 years of related experience.
- U.S. citizenship required.
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Engineering, as stated under Common Qualifications & Skills.
- Strong communication, conflict-resolution, vendor-management, technical-writing, and analytical problem-solving skills.
- Experience in IT service management, technical operations, or project management.
- NACI (T1) public trust requirement.
Nice To Haves
- Deep technical background in Linux systems administration, cluster orchestration, or cloud-based HPC platforms.
- Direct exposure to HPC environments, parallel computing, or AI/GPU clusters.
- Familiarity with IT service management principles, including ITSM/ITIL, and cluster-management tools.
- ITIL 4 Foundation, PMP, or Six Sigma certification.
- Bachelor’s or master’s degree in Computer Science, Engineering, or a related scientific discipline.
Responsibilities
- Monitor daily infrastructure performance, identify system bottlenecks, and manage compute clusters, job schedulers, and parallel file systems.
- Ensure service-level agreements, uptime commitments, and vendor contracts are met.
- Maintain data privacy, regulatory standards, and internal security policies across high-performance environments.
- Track and enforce SLAs and KPIs to meet or exceed client expectations.
- Serve as the primary client contact for communications, escalations, service reviews, and feedback.
- Coordinate responses to major operational issues, oversee root-cause analysis, and minimize system or service downtime.
- Coordinate with engineering, support desks, and operations teams to align service delivery with contract requirements.
- Apply frameworks such as ITIL to streamline processes and improve service quality.
- Review and develop required contract deliverable documentation using technical expertise and writing skills.
- Monitor assigned personnel’s performance, conduct evaluations, and provide constructive feedback.
- Support employee career growth through mentorship, training, and skill-building opportunities.
- Promote engagement and motivation, recognize achievements, and prioritize employee well-being.
- Address interpersonal or team disagreements through objective, empathetic mediation.
- Maintain open communication and collaboration through regular one-on-ones and team updates.
- Delegate meaningful responsibilities to encourage ownership and avoid micromanagement.
- Foster a respectful and equitable environment that values diverse perspectives and cultural backgrounds.
Benefits
- Medical plan options, including some with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan with company match
- Flexible work weeks where possible
- Paid time off, including vacation, sick and personal time
- Paid holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
