AI Infrastructure Incident & Change Lead

Firmus Technologies; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

Firmus Technologies seeks a Service Delivery Manager to own incident and change management across our AI infrastructure portfolio. You will lead major incidents, coordinate runbooks, and drive production readiness with engineering teams while reporting on service health and reliability.

The role requires strong ITSM discipline, governance mindset and experience in 24/7 operations within a cloud/hyperscaler context. Based in AU or SG with travel to Australia sites.

Qualifications

• Significant experience in service delivery, service management or IT operations in large cloud/hyperscaler environments.
• Proven experience running major incident management with incident command and post-incident reviews.
• Experience owning change management processes, including calendars and approvals.
• Experience with service transition and production readiness for new or changed services.
• Strong credibility to work with engineering teams and hold them to operational standards.
• Experience producing leadership-level operational reporting and SLAs.
• Familiarity with ISO 27001 or SOC 2 and contributing to audit evidence.

Responsibilities

• Own and run the incident management practice across the estate, including severity model and communications cadence.
• Coordinate blameless post-incident reviews and close actions.
• Own the change calendar and enablement process, including approvals and records.
• Act as product owner for the runbook programme and track automation impact.
• Own the problem record and root-cause status, plus required engineering work.
• Oversee operational acceptance and ensure production readiness across services.
• Report on service level and error budgets, making breaches visible to the backlog.
• Produce leadership reporting on incident trends, changes, and service health.
• Collaborate on ISO SOC2 evidence collection across regions and teams.
• Provide cross-region coverage and coach engineers on best practices.

Skills

Service delivery

Incident management

Change management

IT operations

Stakeholder communication

IT governance

Cross-functional collaboration

Cloud/infrastructure context

Education

Bachelor's degree in CS/Engineering

Tools

ServiceNow

Jira Service Management

PagerDuty

Job description

Firmus Technologies seeks a Service Delivery Manager to own incident and change management across our AI infrastructure portfolio. You will lead major incidents, coordinate runbooks, and drive production readiness with engineering teams while reporting on service health and reliability.

The role requires strong ITSM discipline, governance mindset and experience in 24/7 operations within a cloud/hyperscaler context. Based in AU or SG with travel to Australia sites.