Senior Service Delivery Manager

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About Nscale

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers.  Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.

We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future.

About the Role:

Senior Service Delivery Managers (SSDMs) are trusted advisors who are responsible for a portfolio of customers. SSDMs provide high quality advice to ensure satisfaction and strengthen customer relationships.  Key measures of success will include knowledge of and the relationship with customers, customer satisfaction measures and the consumption of services to forecast. SSDMs are a customer facing role requiring both long term strategic and short-term focus and must build strong relationships at various levels as they acquire thorough knowledge of their customers’ business.  

SSDMs will have the technical capability to answer questions on deploying in the cloud, give advice on technology integration and will lead service optimisation activities for their customers.  Activities include improving utilisation, resilience, API integration and customer service for support escalations. 

Key Responsibilities:

• Responsible for building and leveraging the technical relationship with customers at all levels, including influencing Nscale to improve the products and services delivered.
• Achieve trusted advisor status, capitalising on all opportunities to improve the overall customer experience. 
• Maintain excellent relationships with all Nscale teams supporting the Account. 
• Work closely with customer delivery teams to enable successful deployment of applications on to our cloud platforms and to achieve greatest value throughout their lifecycle.
• Coordinate and expedite the resolution of technical issues acting as the key liaison point.

Authority/Decision Making:

• Develop and agree Customer Plans ensuring knowledge transfer, ease of contact and escalation.
• Own high-level escalations, irrespective of product or customer.  
• Provide quantified quality of service action/improvement plans, detailing remedial actions. 
• Use knowledge and experience to actively develop opportunities to increase revenue or satisfaction. 
• Orchestrate internal subject matter experts to provide guidance and troubleshooting.  

Knowledge/Skills/Experience:

• Takes a professional approach with excellent stakeholder management and teamwork skills.
• Self-motivated, proactive and results driven.
• Continuous learning approach; both in terms of building customer knowledge and understanding evolving technologies.
• Develop and maintain an excellent knowledge of  products and customer applications. 
• Understands the business domain, customer goals and underpinning technologies.
• High level of general technical competence with a background in virtualisation, ideally VMware. 
• Good working knowledge of Cloud Computing (IaaS and PaaS) 
• 3+ years in an SDM or TAM role

What We Can Offer You

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

• Highly competitive package (base + equity) with reviews every 12 months. 
• Join the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI. 
• Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support. 
• Human-First Flexibility: We treat you as humans first. Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.

Join our thriving remote-first team. Geography is no barrier to impact or connection. We build seamless virtual collaboration, empowering you, wherever you work.

Equal Opportunities Statement

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.

For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.