AI Infrastructure Service Delivery Lead

Firmus Technologies Pty Ltd.

Sydney

On-site

AUD 130,000 - 180,000

Full time

9 days ago

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Job summary

Firmus Technologies is seeking an experienced Service Delivery Manager to own incident, change and problem management across a 24/7 AI infrastructure portfolio. You will lead a formal service management program, align with ITIL and SRE practices, and ensure reliable, auditable production changes.

You’ll collaborate with engineering teams and stakeholders to improve resilience and performance. Based in Australia, this permanent role offers global responsibilities, cross‑region coverage, and

Qualifications

Extensive experience in service delivery and IT operations in large cloud or infrastructure environments.
Proven major incident management including incident command and post-incident reviews.
Experience owning change management with calendars, approvals and records.
Familiarity with ISO 27001 or SOC 2 compliance.

Responsibilities

Own and run the incident management practice for the function: severity model, major incident command and standards.
Coordinate major incidents with communications cadence, updates and post‑incident reviews.
Own the change calendar and enablement process across the estate with approvals and records.
Act as product owner for runbook programme, prioritise guarded automation and reduce escalation.
Own the problem record and the engineering work to close root causes.
Coordinate operational acceptance and risk with engineers, domain specialists and auditors.
Report SLA performance and error budgets; keep leadership informed of service health.
Produce governance reporting for leadership on incidents, changes and runbooks.
Collate evidence for ISO 27001, SOC 2, and customer due diligence across teams.
Provide cross‑region coverage of incident and change practices and coach engineers.