Sr. Director HPC Service Delivery

Numerical Algorithms Group

4d•$120,000 - $165,000•Remote

About The Position

This is a fully remote role, based in the US, with occasional travel across the US and to the UK. We are seeking an experienced and people-focused Service Delivery Director to lead and evolve our HPC service operations. This is a senior leadership role with genuine influence, accountable for end-to-end service delivery, the performance and development of our teams and the strength of our customer relationships. You will play a key role in shaping how we deliver and scale mission-critical services—identifying opportunities to strengthen processes, closing service gaps, overseeing complex projects, and planning for future growth. Working alongside a long-established, highly collaborative team, you will help sustain a culture built on deep technical expertise, knowledge sharing, and clear, trusted communication with our customers. Backed by the n2 Group, this role offers the opportunity to make a lasting impact in a specialist business where service excellence and thoughtful leadership are central to success.

Requirements

Proven experience leading service delivery in a technical environment such as IT infrastructure, Linux systems, HPC, or cloud services.
Success working hands-on in in a small, fast paced results-based environment
Strong resource planning, utilization management, and operational coordination skills.
Hands-on understanding of Linux-based infrastructure sufficient to engage credibly with technical teams and customers.
Experience managing managers in an operational or service delivery context.
Highly organized, detail-oriented, and comfortable managing competing priorities.
Strong communication skills, with experience in customer-facing roles.
Bachelor’s degree or equivalent practical experience.

Responsibilities

Own end-to-end service delivery performance across teams, ensuring SLAs and customer commitments are consistently met.
Oversee prioritization, scheduling, and coordination of work across projects and support activities.
Identify delivery risks early and take corrective action to maintain service quality and timelines.
Plan and manage team capacity and utilization across service delivery functions.
Forecast future demand and work with leadership to plan recruitment and onboarding accordingly.
Balance short-term delivery needs with longer-term capability development.
Own the service delivery cost base, including budgeting, forecasting, and ongoing cost control, ensuring delivery is commercially sustainable.
Contribute to service delivery P&L performance by managing utilization, margins, and key cost drivers, working closely with finance and leadership.
Identify gaps and inefficiencies in operational processes and implement practical improvements.
Establish and maintain clear, repeatable service delivery processes.
Ensure operational and customer documentation is accurate, current, and consistently maintained.
Provide oversight across delivery of HPC service environments, including Linux-based systems, job scheduling, storage, and user-facing workflows.
Identify skills gaps and coordinate technical and process training to address them.
Act as an escalation point for complex delivery or technical issues when required.
Maintain positive, professional relationships with customers.
Ensure clear and timely communication regarding service status, risks, and resolution plans.
Participate in customer service reviews to monitor satisfaction and service performance.
Be a backup manager at a high level for key clients.
Lead and develop Service Delivery Managers.
Set clear expectations for delivery performance and service quality.
Support team development and address performance issues where required.