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About the Role
Firmus Technologies is seeking a Service Delivery Manager to own incident and change management practices for its large-scale AI infrastructure. This role bridges ITIL and SRE practices, ensuring service reliability and security through rigorous process management and automation.
Responsibilities
- Own and run the incident management practice, including severity model, major incident command, and team standards.
- Hold incident records during major incidents, manage communications, and coordinate post-incident reviews.
- Own the change calendar and enablement process, including approvals, scheduling, and conflict management.
- Act as product owner for the runbook program, prioritizing automation and tracking its impact on escalation volume.
- Own the problem record, tracking recurring faults and required engineering work for permanent closure.
- Own operational acceptance for new or changed services, coordinating specialists and testers.
- Report service level and error budget performance, making breaches visible as reliability obligations.
- Produce operational reporting for leadership on incident trends, change success, and service health.
- Own customer communication on service health, incidents, and planned changes.
- Collate evidence for ISO 27001, SOC 2, and customer due diligence.
- Provide continuous cross-region coverage of incident and change practices.
- Coach engineers on consistent practice adherence.
Requirements
- 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: severity classification, incident command, stakeholder communication, and post-incident review.
- Experience owning a change management or change enablement process for a technical environment.
- Experience with service transition and acceptance into production.
- Comfortable working closely with technical teams and technical detail.
- Credibility to hold engineering teams to an agreed operational standard.
- 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, including customer-facing communication.
- Experience with an ITSM or incident management platform (e.g., ServiceNow, Jira Service Management, PagerDuty).
Skills
- Incident Management
- Change Management
- Problem Management
- Service Transition
- Operational Acceptance
- Stakeholder Management
- Communication
- ITSM Platform Usage
Location
- Australia
- Singapore
Work Type
- Permanent
- Full-time
- On-call
Experience Level
- Significant experience required
Education Level
- 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 in AI infrastructure across Asia Pacific, founded in Australia in 2019.
- Our mission is to create the most efficient AI infrastructure by combining cutting-edge technology with a steadfast commitment to sustainability.
- We design, build, and operate a new class of digital infrastructure – the AI Factory.
- Our model-to-grid technology approach pushes boundaries in cooling systems, energy management, AI software orchestration, and construction.
- Firmus AI Cloud is a large-scale GPU cloud platform purpose-built for energy-efficient AI compute.
- AI FactoryOS is Firmus' proprietary operating system for the AI Factory, governing GPU telemetry, cooling, power, and grid interaction.
Equal Opportunity
- At Firmus, we are committed to building a diverse and inclusive workplace.
- We encourage applications from candidates of all backgrounds who are passionate about creating a more sustainable future through innovative engineering solutions.