Senior Service Delivery Manager (AI)

Location: Houston, New York, San Francisco, or Seattle, United States

Company

Nscale provides infrastructure and services for large-scale artificial intelligence customers.

What you will do

• Serve as the primary operational contact for enterprise customer accounts and advise stakeholders on service delivery best practices.
• Monitor account health through usage data, support trends, incidents, and SLA performance, acting on risks before escalation.
• Coordinate Support and Engineering during critical and high-priority incidents, keep customers informed, and drive issues to resolution.
• Lead post-incident reviews, root cause analysis communications, preventive actions, and transparent SLA reporting.
• Run operational reviews and Quarterly Business Reviews covering service performance, adoption, open issues, and upcoming changes; partner with Sales on renewals and growth opportunities.
• Represent customer needs internally, improve playbooks and knowledge resources, mentor team members, participate in the on-call rotation, and scale operational learnings across customers.

Requirements

• 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 APIs, integrations, networking, identity and authentication, and system troubleshooting.
• Proven ability to manage complex Large Scale Event escalations 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 covering 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 for actionable insights, reporting frameworks, and continuous improvement.

Culture & Benefits

• Culture focused on continuous improvement, professional growth, and high performance.
• Participation in an on-call rotation is required.
• Work involves collaboration between global engineering teams and the AMER customer base.