AI Infrastructure Service Delivery Lead

Firmus Technologies; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Firmus Technologies seeks a Service Delivery Manager to own incident, change and problem management for its AI infrastructure platform. You will drive major incident response, coordinate change calendars, and push automation through guarded runbooks in a 24/7 environment.

You will work closely with engineering teams to ensure production readiness, service health, and auditable processes while maintaining clear communication with leadership and customers across regions.

Qualifications

• Extensive experience delivering IT services in large cloud or AI infra environments.
• Proven ability to manage incidents, changes and problems in 24/7 operations.
• Demonstrated capability to lead production readiness and service transitions.
• Strong written and verbal communication with stakeholders and leadership.
• Familiarity with ISO 27001 or SOC 2 controls and audit evidence production.
• Experience with modern ITSM tools (ServiceNow, Jira Service Management, PagerDuty).

Responsibilities

• Own and govern the incident, change and problem management practices across the estate.
• Lead major incident command, communications cadence and post‑incident reviews.
• Maintain the change calendar, approvals, scheduling and records for the estate.
• Prioritize and track runbook automation to reduce escalation volumes.
• Coordinate production readiness reviews and operational acceptance gates.
• Capture and manage operational metrics, SLIs, error budgets and reporting.
• Collaborate with engineers to ensure consistent standards across teams.
• Ensure compliance evidence for ISO 27001, SOC 2 across regions.
• Provide cross‑region coverage and coaching to engineers on best practices.
• Interface with leadership and customers on service health and planned changes.

Skills

Service delivery

Major incident mgmt

Change management

Service transition

Stakeholder management

Operational reporting

ISO 27001 / SOC 2

ITSM tools

Education

Bachelor's degree in CS/Engineering or related

Tools

ServiceNow

Jira Service Management

PagerDuty

Job description

Firmus Technologies seeks a Service Delivery Manager to own incident, change and problem management for its AI infrastructure platform. You will drive major incident response, coordinate change calendars, and push automation through guarded runbooks in a 24/7 environment.

You will work closely with engineering teams to ensure production readiness, service health, and auditable processes while maintaining clear communication with leadership and customers across regions.