IOC Customer Delivery Manager

IREN•Dallas, TX

20h

About The Position

The IOC Customer Delivery Manager serves as the strategic conduit between the IOC (Integrated Operations Center) analytics team and enterprise customers, owning customer outcomes across performance, utilization, and overall value realization. This role is responsible for translating operational and infrastructure analytics into actionable insights that drive performance optimization, efficiency, and long-term customer success within AI and high-performance computing (HPC) environments. Highly customer-facing and consultative, the position leads regular performance reviews, advises on optimization strategies, and ensures alignment between customer objectives and IREN’s operational capabilities. The ideal candidate combines strong customer relationship management, technical fluency in infrastructure performance, and a data-driven mindset in mission-critical environments.

Requirements

5 to 8+ years of experience owning customer relationships in infrastructure‑driven environments, such as data centers, cloud platforms, AI/HPC, or other mission‑critical operations
Proven success in customer success management, technical account management, or service delivery roles with direct accountability for customer outcomes
Demonstrated ability to lead executive‑level customer engagements, including performance reviews, quarterly business reviews (QBRs), and strategic advisory discussions
Strong capability to translate infrastructure, performance, and utilization analytics into clear, actionable business insights for both technical and non‑technical stakeholders
Experience advising customers using performance metrics, reporting frameworks, and service health indicators to drive optimization and long‑term value realization
Working knowledge of AI and HPC environments, including GPU‑based infrastructure, combined with an understanding of data center operations and service management frameworks such as ITIL
Exceptional stakeholder management, customer advocacy, and problem‑solving skills in complex, high‑availability environments
Bachelor’s degree in Business, Engineering, Information Technology, or a related field, or equivalent practical experience
Pre-employment screening, including background check and substance testing may be required according to company policies.

Responsibilities

Own the overall customer relationship and serve as the single point of accountability for customer success outcomes, including performance, utilization, reliability, and long‑term value realization
Act as the strategic interface between enterprise customers and IREN’s IOC analytics, operations, and engineering teams, ensuring customer priorities are clearly understood and executed against
Lead executive‑level customer engagements, including regular operational reviews and quarterly business reviews (QBRs), focused on outcomes, trends, and strategic alignment
Use IOC analytics, performance metrics, and utilization data to proactively advise customers on optimization opportunities, risk areas, and efficiency improvements
Translate complex infrastructure, GPU, and workload performance data into clear, business‑relevant insights that support customer decision‑making
Establish and maintain customer health indicators, proactively identifying risks, performance degradation, or misalignment with customer objectives
Provide strategic guidance on infrastructure scaling, workload optimization, and capacity planning to support customer growth and evolving demand
Serve as the customer advocate during incidents and service disruptions, owning customer communication, expectation management, and post‑incident follow‑up
Oversee service governance activities, including SLA performance, KPI tracking, and corrective action planning, ensuring commitments are met or exceeded
Partner cross‑functionally with IOC, site operations, engineering, network, and product teams to align internal execution with customer expectations
Support the full customer lifecycle from onboarding through expansion, ensuring a consistent, high‑quality customer experience
Identify opportunities to deepen customer engagement and expand service adoption based on operational insights and customer needs

Benefits

100% company paid health insurance premiums (medical, dental, and vision) for employees, 75% company paid coverage for dependents
Company-paid short-term and long-term disability insurance
Voluntary life, critical illness, and accident coverage available
Health Savings Accounts (HSA) – when combined with the High-Deductible Health Plan
Employee Assistance Program and wellness resources
401(k) retirement plan with company match
Paid professional development and access to financial planning and legal services
Paid Time Off (PTO) and paid holidays
Professional development to support certifications, continuing education, or role related training
Company events and team-building activities