Senior Service Delivery Manager (AI)

TL;DR

Senior Service Delivery Manager (AI): Scaling and governing the ITSM framework for GPU-as-a-Service and cloud solutions with an accent on ITIL best practices and regional service governance. Focus on optimizing critical service delivery processes, managing high-impact escalations, and aligning regional operations with compliance demands.

Location: United Kingdom

Company

hirify.global is a GPU cloud provider engineered for AI, offering high-performance infrastructure for AI start-ups and enterprise customers.

What you will do

• Optimize end-to-end service delivery processes and drive the adoption of ITIL best practices across the Service Management framework.
• Lead regional governance forums, including the Change Advisory Board (CAB) and Problem Review Forums, to maximize AI infrastructure availability.
• Develop and negotiate robust Customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the EMEA region.
• Act as the operational bridge between global engineering teams and EMEA customers, managing critical incidents and high-impact escalations.
• Establish a comprehensive service reporting framework using KPIs to provide visibility and enhance customer satisfaction.
• Manage service delivery risks and implement preventative measures to safeguard infrastructure stability.

Requirements

• Must be based in the UK.
• ITIL certification (v3 Expert or v4 Managing Professional preferred) with a track record of embedding ITSM frameworks in enterprise environments.
• Technical understanding of Hybrid Cloud, High-Performance Computing (HPC), and Data Centre environments.
• Extensive experience managing SLA/OLA frameworks and governance in high-growth tech or infrastructure companies.
• Proficiency with Jira Service Management (JSM) and Insight/Assets for CMDB and change management.
• Exceptional communication skills for influencing stakeholders from engineering teams to enterprise executives.

Culture & Benefits

• Culture of relentless innovation, ownership, and accountability.
• Environment built on openness, transparency, and excellence.
• Opportunity to build technology powering the future of artificial intelligence.
• Inclusive workplace promoting equal opportunities for diverse backgrounds.