Service Delivery Manager (AI Infrastructure)

Location: Based in Australia or Singapore, with travel to Australian AI Factory sites as required. The function provides 24/7 regional coverage through a published on-call roster.

Company

hirify.global develops and operates sustainable AI infrastructure across Asia Pacific, including GPU cloud services and the proprietary AI FactoryOS platform.

What you will do

• Own incident management standards, severity models, major incident command, stakeholder communications, and blameless post-incident reviews.
• Manage the estate-wide change calendar, approvals, scheduling, freeze periods, conflict management, and authoritative change records.
• Lead the runbook programme by prioritising faults for guarded automation, setting execution standards, and tracking escalation reduction.
• Own problem management, operational acceptance, production readiness reviews, and residual risk escalation for new or materially changed services.
• Report service levels, error budgets, incident trends, change success, service health, and runbook progress to leadership and customers.
• Coordinate access, change, and incident evidence for ISO 27001, SOC 2, and enterprise customer due diligence while coaching engineering teams.

Requirements

• Significant service delivery, service management, or IT operations management experience in a large cloud, hyperscale, or infrastructure service provider environment.
• Experience owning incident, change, and problem management practices in a 24/7 environment, including major incident command.
• Experience with service transition, operational acceptance, production readiness, and technical change workflows.
• Ability to work closely with engineering teams, understand technical detail, and enforce agreed operational standards.
• Experience producing operational reporting and compliance evidence under frameworks such as ISO 27001 or SOC 2.
• Experience with an ITSM or incident management platform such as ServiceNow, Jira Service Management, or PagerDuty.

Nice to have

• Experience in data centre, cloud, HPC, or AI infrastructure environments.
• Familiarity with GitOps or infrastructure-as-code change workflows.
• ITIL certification or an equivalent formal service management qualification.
• A bachelor's degree in computer science, engineering, or a related discipline, or equivalent experience and training.

Culture & Benefits

• Permanent full-time employment.
• 24/7 operational coverage with major incident command shared across regional Service Delivery Managers.
• High autonomy, broad direction, and direct access to decision makers.
• Work focused on sustainable AI infrastructure and energy-efficient computing.
• Inclusive workplace committed to diversity and equal opportunity.