Senior Service Delivery Manager

Nscale•Houston, NY

19d

About The Position

The Senior Service Delivery Manager works directly with major AI customers, partnering with their operational teams to drive operational excellence and manage the service relationship. The role bridges Nscale’s global engineering teams and its AMER customer base, leading regional stakeholder management and service governance. It owns critical service delivery processes from end to end, uses KPIs and timely reporting to promote transparency and continuous improvement, and turns operational insights into service enhancements that improve quality, scalability, efficiency, and infrastructure availability. The position serves as the primary operational contact for assigned enterprise accounts, advises customers on service delivery practices, monitors service health and SLA performance, and coordinates responses to critical issues. It also leads operational reviews and Quarterly Business Reviews, represents customer needs internally, supports renewals and growth in partnership with Sales, contributes to team processes and knowledge resources, mentors colleagues, and participates in an on-call rotation.

Requirements

At least 5 years of experience 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 and coordinate multiple teams under pressure.
Experience owning a portfolio of enterprise customers and running executive-level reviews.
Excellent written and verbal communication skills, including the ability to explain technical issues clearly to engineers and business leaders.
Familiarity with ITIL or similar service management practices, including incident, problem, and change management.
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
Proficiency with ITSM tools such as Jira, analytics platforms, and operational data to extract actionable insights, build reporting frameworks, and lead continuous improvement initiatives.

Responsibilities

Serve as the primary operational point of contact for assigned customer accounts and build relationships with stakeholders at all levels.
Develop a deep understanding of each customer’s environment, integrations, business objectives, and success criteria.
Advise customers on service delivery management best practices.
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 by coordinating Support and Engineering, communicating with customers, and driving issues to resolution.
Lead post-incident reviews and root cause analysis communications, and follow through on preventive actions.
Track service-level commitments and report on them transparently.
Run regular operational reviews and Quarterly Business Reviews covering service performance, adoption, open issues, and upcoming changes.
Identify expansion opportunities and technical needs, and partner with Sales on renewals and growth.
Represent customer needs internally as the voice of the customer.
Contribute to internal playbooks, knowledge base articles, and Service Delivery team process improvements.
Mentor team members and foster continuous improvement and professional growth.
Participate in the on-call rotation.
Distill operational learnings and scale insights to other customers globally.
Prepare for and drive Quarterly Business Reviews.
Manage service delivery risks, lead critical escalations, and ensure changes do not adversely affect service availability.
Establish KPIs and reporting to improve transparency, reduce operational friction, and maximize infrastructure availability.