Job Summary

Service Delivery Manager (SDM) - AI Infrastructure & Cluster Services

Role Summary
Responsible for overall service delivery, customer satisfaction, operational governance, SLA compliance, and stakeholder management for NVIDIA GPU-based AI Infrastructure and Cluster Operations services.

Key Responsibilities

- Own end-to-end service delivery for AI Infrastructure and GPU Cluster operations.
- Serve as the primary customer-facing point of contact.
- Ensure SLA, KPI, and service commitments are consistently achieved.
- Lead governance reviews, operational meetings, and service reporting.
- Manage escalations, service risks, and customer concerns.
- Coordinate with Operations Managers, Shift Leads, Engineering, and Vendor teams.
- Drive incident, problem, and change management reviews.
- Track service performance, capacity, and operational efficiency.
- Identify opportunities for service improvement and automation.
- Ensure successful onboarding of current clusters into production support.
- Manage customer communications on service status, major incidents, and operational updates.
- Support commercial discussions, resource planning, and account growth initiatives.

Skills Required

- Service Delivery Management
- Customer & Stakeholder Management




- ITIL Service Management
- SLA/KPI Management
- Incident & Escalation Management
- Operations Governance
- Infrastructure Services Management
- Team Leadership
- Risk & Compliance Management
- Executive Communication Skills

Preferred Technical Exposure

- AI Infrastructure / GPU Clusters
- NVIDIA DGX / HGX Environments
- Linux Infrastructure
- Data Center Operations
- Networking & Storage Fundamentals
- Cloud and HPC Environments

Experience

12-18 Years

Educational Qualification

Bachelor's Degree in Engineering, Computer Science, IT, or related field. ITIL Certification preferred. Project/Program Management certification is an added advantage.

Key Deliverables

- SLA & KPI Compliance Reports
- Monthly Service Reviews (MSR)
- Customer Governance Reports
- Risk & Escalation Management
- Operational Performance Dashboards
- Service Improvement Plans
- Capacity & Demand Forecasts
- Customer Satisfaction Metrics

Recommended PRF Designation

- Service Delivery Manager - AI Infrastructure Services
- Senior Service Delivery Manager - AI Platform Operations (for larger engagements)
- Delivery Manager - AI Infrastructure & Cluster Services

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