Open Innovation AI is a global technology company that specializes in developing advanced solutions for managing AI workloads. Its flagship product, the Open Innovation Cluster Manager (OICM), orchestrates complex AI tasks efficiently across diverse infrastructures. The platform is hardware-agnostic, optimized for various GPUs and accelerators hardware, and facilitates seamless integration and scalability for enterprise AI applications. Open Innovation AI focuses on optimizing and simplifying AI workload management and making AI technologies accessible to organizations of all sizes.
With its innovative solutions, companies can reduce operational costs, accelerate time to value, and maximize their return on investment, ensuring that their AI strategies contribute directly to enhanced business outcomes.
The Service Delivery Manager owns the day-to-day support governance of Open Innovation's key customer accounts, making sure every incident, service request, change, and risk is tracked, followed up, and communicated to the customer through to resolution. This is the single operational point of ownership sitting between the customer and Open Innovation's L1, L2, L3, Delivery, and Product teams: the person who knows the status of every open ticket or customer request, drives engineers and developers for a clear next action and ETA, and represents Open Innovation in operational reviews and change meetings.
It is a senior individual-contributor role: the holder leads through coordination, technical judgement, and the standards they set, without direct line management authority over the teams involved. The holder is technical enough to understand platform incidents, Kubernetes and application issues, logs, priorities, and change risk, without needing to be a hands-on engineer. Success is customers experiencing calm, predictable, well-communicated operations, with escalations reaching the Technical Operations Manager only when a genuine management decision is required.
Responsibilities:- Review all open tickets across the assigned key customer accounts daily, ensuring every incident and service request has a current status, a named owner, a clear next step, and a realistic ETA.
- Follow up with L1, L2, L3, and Product teams for resolution progress and realistic ETAs, and turn their updates into clear, customer-ready Jira updates.
- Act as the operational point of contact for the assigned key customer accounts, handling written and in-person communication, expectation-setting, and escalations.
- Act as the customer communication owner for major incidents: be notified immediately of all P1 and P2 incidents that require urgent action, and keep the customer updated with clear, timely status through to resolution.
- Prepare and own the weekly and monthly service reports and dashboards covering service availability, ticket status (P1 to P4), incidents, changes, risks, and recurring issues.
- Run and prepare the operational service review meetings and weekly operations syncs with customers.
- Hold regular check-in calls and meetings with the assigned customers to understand their current needs, confirm the service is meeting expectations, and capture any new requests or problems they want raised, logging them as tickets so nothing is missed.
- Attend the operational Change Advisory Board (CAB) and change meetings for the assigned customers, understanding planned changes and their risk to platform availability.
- Track open incidents, service requests, risks, and actions to closure, coordinating across L1 Service Desk, L2 SRE, L3, Delivery, and Product to keep them moving.
- Identify stuck or high-risk tickets early and elevate them, with context and a recommended action, to the Technical Operations Manager.
- Maintain Jira and ITSM hygiene and documentation so that ticket history, ownership, and next actions stay accurate and auditable.
- Track recurring issues and improvement actions, and drive problem management so the same incidents stop coming back.
- 5 to 8 or more years in technical support, service delivery, service management, or managed services, ideally supporting…
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