HPC Vendor Operations Manager

IREN; Mackenzie; On-site; CAD 100,000 - 140,000; Full time

Benefits offered by this job

Relocation assistance

RRSP with company match

3 weeks vacation

Job summary

Podtech Data Centers Inc., a proud member of the IREN Group, is hiring a HPC Vendor Service Manager to oversee OEM and third‑party activities for HPC infrastructure in a mission‑critical data center. You will ensure timely break‑fix, warranty repairs, RMA handling, parts logistics, and escalations while coordinating with operations and support teams.

You will manage vendor performance, safety, and compliance, driving efficiency and high availability across HPC clusters.

Qualifications

• Degree, diploma, or equivalent experience in Information Technology, Computer Engineering, Electronics, Data Center Operations, or related discipline.
• 3+ years of experience in data center operations, hardware support, vendor management, or mission‑critical infrastructure environments.
• Experience managing OEM service providers and third‑party contractors.

Responsibilities

• Act as the primary point of contact for all OEM and third‑party service providers supporting HPC infrastructure.
• Manage daily activities of vendor technicians performing maintenance, diagnostics, hardware replacements, and warranty repairs.
• Ensure all vendor personnel comply with site safety, security, and operational requirements.
• Coordinate vendor access, scheduling, and work execution activities.
• Develop and maintain strong relationships with vendor account teams and field service organizations.
• Conduct regular vendor performance reviews and service‑level assessments.
• Oversee all hardware repair activities affecting HPC servers, storage systems, networking equipment, and supporting technologies.
• Prioritize repair activities based on operational risk and customer impact.
• Coordinate maintenance windows and repair schedules with operations teams.
• Ensure timely resolution of hardware failures and service interruptions.
• Monitor repair progress and escalated delays as required.
• Verify quality of completed repairs and restoration of service.
• Manage the complete Return Material Authorization (RMA) lifecycle.
• Coordinate diagnosis, part replacement, return shipments, and warranty claims.
• Track all RMAs from initiation through closure.
• Maintain visibility of open cases, parts status, and expected delivery timelines.
• Escalate delayed shipments, parts shortages, or vendor response issues.
• Ensure accurate documentation of all hardware replacements and warranty transactions.
• Oversee inventory of critical spare parts and replacement components.
• Coordinate inbound and outbound shipments with logistics providers and vendors.
• Monitor spare parts consumption and recommend inventory adjustments.
• Ensure proper handling, storage, and tracking of replacement hardware.
• Establish and monitor key vendor performance indicators.
• Track response times, repair times, first‑time fix rates, and SLA compliance.
• Identify recurring vendor performance issues and drive corrective actions.
• Facilitate quarterly business reviews with key vendors.
• Maintain vendor scorecards and performance reports.
• Ensure accurate asset tracking and configuration records.
• Verify serial number changes and hardware replacement documentation.
• Support asset lifecycle planning and refresh programs.
• Maintain records of installed hardware and warranty status.
• Serve as the primary escalation point for vendor‑related operational issues.
• Coordinate OEM support during critical incidents and major outages.
• Facilitate rapid mobilization of vendor resources during emergencies.
• Support root cause analysis and corrective action development following hardware failures.
• Ensure vendor compliance with site safety requirements, security policies, access control procedures, permit‑to‑work processes, Lockout/Tagout requirements, and change management processes.
• Participate in vendor safety audits and operational reviews.
• Ensure all work is performed in accordance with established operational standards.

Skills

Vendor management

Project coordination

Technical communication

Stakeholder management

Education

IT/Data Center Operations degree

Tools

RMA software

Asset management systems

Job description

Podtech Data Centers Inc., a proud member of the IREN Group, is hiring a HPC Vendor Service Manager to oversee OEM and third‑party activities for HPC infrastructure in a mission‑critical data center. You will ensure timely break‑fix, warranty repairs, RMA handling, parts logistics, and escalations while coordinating with operations and support teams.

You will manage vendor performance, safety, and compliance, driving efficiency and high availability across HPC clusters.