Firmus
Service Delivery Manager
Sydney, New South Wales, Australia. Posted a month ago
The role
The Service Delivery Manager owns incident and change management practices for AI infrastructure operations. This person manages the severity model, major incident command, change records, and the runbook programme to ensure reliable and secure services.
What you will do
- Own and run the incident management practice including severity model and major incident command
- Hold the incident record during major incidents and coordinate blameless post-incident reviews
- Own the change calendar and change enablement process across the estate
- Act as product owner for the runbook programme
- Own the problem record including recurring faults and root-cause status
- Own operational acceptance as the gate for new or materially changed services
- Report service level and error budget performance across the portfolio
- Produce operational reporting for leadership and own customer communication on service health
- Own the collation of access, change and incident evidence for ISO 27001 and SOC 2
- Provide continuous cross-region coverage and coach engineers on practices
Required qualifications
- Significant experience in service delivery, service management or IT operations management in a large cloud provider, hyperscaler or infrastructure service provider context
- Ownership of an incident, change and problem management practice in a 24/7 environment
- Proven experience running major incident management
- Experience owning a change management or change enablement process for a technical environment
- Experience with service transition and acceptance into production
- Ability to work closely with technical teams and technical detail
- Experience producing operational reporting for leadership
- Experience operating under formal compliance frameworks such as ISO 27001 or SOC 2
- Strong stakeholder management and communication skills
- Experience with an ITSM or incident management platform (for example ServiceNow, Jira Service Management or PagerDuty)
Nice to have
- Experience in a data centre, cloud, HPC or AI infrastructure environment
- 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 an equivalent combination of relevant experience and training
About the company
Firmus Technologies is a global leader pioneering the development and operation of efficient AI infrastructure across Asia Pacific. The company designs, builds, and operates the AI Factory using model-to-grid technology.