Service Delivery Manager

Company Overview

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.

Role Overview:

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 escalate 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.

Qualification, Experience, Competence and Certifications

• 5 to 8 or more years in technical support, service delivery, service management, or managed services, ideally supporting enterprise or key customer accounts.
• Strong ITSM discipline and hands-on command of Jira or an equivalent ITSM tool, including ticket hygiene, reporting, and workflow.
• Working understanding of ITIL service management (Incident, Problem, Change, Service Request), with practical experience running or participating in Change Advisory Boards.
• Technical enough to hold credible conversations about platform incidents, Kubernetes and cloud infrastructure, application support, and change risk, and to challenge engineers on next action, ETA, and blockers. Deep hands-on engineering is not required.
• Familiarity with GPU infrastructure and Kubernetes-based AI platforms, and the ability to speak to Open Innovation's OICM (OI Cluster Manager) and model-serving stack at a working level.
• Strong customer-facing communication skills, with a track record of running operational reviews, managing expectations, and handling escalations directly.
• Proven ability to prepare and own clear weekly and monthly service reports for both a technical and a customer audience.
• Excellent coordination and follow-through, comfortable driving L2, L3, Delivery, and Product teams toward resolution without direct authority over them.
• Fluent written and spoken English.
• Eligible to obtain the clearance required for occasional access to security-controlled customer environments

Preferred Experience & Certification

• ITIL Foundation certification or higher.
• Experience in a service delivery or technical account management role for high-security or regulated customer environments.
• Proficiency in spoken and written Arabic is an advantage

Reporting to: Technical Operations Manager

Manages:

• Individual-contributor role with no direct reports.
• Coordinates and holds to account the L1 Service Desk, L2 SRE, L3, Delivery, and Product teams for the assigned key customer accounts