Senior Service Delivery Manager

Nscale•Seattle, WA

About The Position

The Senior Service Delivery Manager works directly with large, sophisticated AI customers and their operational teams to drive operational excellence and manage the operational relationship. The role bridges Nscale’s global engineering teams and its AMER customer base, leading regional stakeholder management and service governance. It includes preparing for and leading Quarterly Business Reviews, proactively managing service delivery risks, directing responses to critical escalations, producing customer-facing root cause analyses, and ensuring changes do not adversely affect service availability. The role owns end-to-end optimization of critical service delivery processes and promotes modern best practices. It establishes KPIs and timely reporting to foster transparency and continuous improvement, reduce operational friction, and maximize infrastructure availability. The Senior Service Delivery Manager turns operational insights into service enhancements that improve quality, scalability, and efficiency, contributing to Nscale’s strategic growth and customer trust.

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 champion continuous improvement initiatives.

Responsibilities

Serve as the primary operational contact for assigned customers and build relationships with stakeholders ranging from engineers and administrators 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.
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.
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 process improvements for the Service Delivery team.
Mentor team members, foster continuous improvement and professional growth, and help raise team standards.
Participate in the on-call rotation.
Distill operational learnings and scale insights to other customers globally.
Own end-to-end optimization of service delivery processes, establish KPIs and timely reporting, and drive continuous improvement and service enhancements.