We are seeking an experienced Technical Service Delivery Manager (TSDM) with expertise in High Performance Computing (HPC) platforms to lead the delivery of mission-critical services for enterprise and managed service customers. This role is accountable for end-to-end service delivery, ensuring operational excellence, SLA adherence, customer satisfaction, and continuous service improvement across complex HPC environments.
Responsibilities:
1.Governance & Stakeholder Management:
- Serve as the primary point of contact for clients in the HPC domain, understanding their needs, and communicating technical solutions effectively.
- Conduct regular service reviews (MBRs/QBRs), performance reporting, and roadmap discussions.
- Coordinate with internal stakeholders and vendor relationships (e.g., HPE, NVIDIA, storage and other external partners).
2.Service Delivery & Operations:
- Manage the delivery of technical services related to all components deployed in a high-performance computing cluster, ensuring that tasks are completed on time, within budget, and meet quality standards.
- Ensure services meet agreed SLAs, SLOs, and KPIs, including availability, performance, and capacity.
- Lead major incident management, customer escalations, and root-cause analysis. Oversee service transition from build to operations, ensuring operational readiness.
3.Team Management:
- Lead and mentor a team of technical professionals specializing in HPC, including assigning tasks, providing guidance, and ensuring that team members have the necessary resources and support to perform their roles effectively.
- Ensure appropriate skills coverage, training, and succession planning.
- Drive a culture of operational excellence, automation, and continuous improvement.
4.Quality Assurance:
- Implement processes and procedures to ensure that HPC services meet agreed-upon standards and client requirements, maintaining high levels of quality and customer satisfaction.
5.Problem Resolution:
- Identify and resolve issues that arise during service delivery, whether they are technical, operational, or interpersonal in nature, ensuring that client needs are addressed promptly and effectively.
- Improve observability, monitoring, and proactive operations using modern AIOps platforms.
6.Performance Monitoring:
- Monitor the performance of HPC services, tracking key metrics, identifying areas for improvement, and implementing strategies to optimize service delivery processes, cost, capacity, and operational efficiency.
7.Risk Management:
- Assess and mitigate risks associated with HPC service delivery, proactively identifying potential issues and implementing measures to mitigate their impact.
8.Continuous Improvement:
- Drive continuous improvement initiatives using automation tools such as Ansible or scripting to enhance the operational efficiency, service quality, and effectiveness of HPC service delivery processes, staying abreast of industry trends and best practices.
Experience/ Skillsets:
- Bachelor's degree in computer science, Engineering, or a related field
- Proven experience in the high-performance computing (HPC) domain, with a strong understanding of HPC architectures, technologies, and best practices
- Any experience with HPC environments will be an advantage:
- Linux-based clusters (RHEL / Rocky / SUSE)
- Job schedulers (Slurm, PBS Pro, LSF)
- Parallel file systems (Lustre, GPFS/Spectrum Scale, BeeGFS)
- GPU platforms (NVIDIA GPUs, CUDA ecosystem)
- High-speed networking (InfiniBand, RoCE, high-performance Ethernet)
- Support hybrid and cloud-integrated HPC deployments where applicable.
- Previous experience in a technical service delivery management role, with a track record of successfully managing teams and delivering technical services to clients
- Excellent communication skills, with the ability to effectively interact with clients, team members, and stakeholders at all levels
- Strong leadership and team-building skills, with the ability to motivate and inspire team members to achieve their goals
- Solid problem-solving and decision-making abilities, with a proactive approach to identifying and addressing issues
- Experience with project management methodologies and tools, with a focus on delivering projects on time and within budget
- Certifications:
- ITIL Foundation or higher (required)
- PMP/Prince2 is a plus
- Relevant technical certifications (HPE, NVIDIA, Linux) is a plus
*Only shortlisted candidates will be notified.
