Director, AI Cloud Support Strategy & Operations

Key Responsibilities

Service Delivery & Operations

* Build and lead the daytoday delivery and operations of Nscale's AI Cloud services, ensuring performance, availability, and adherence to contractual commitments.

* Oversees multisite operations across North America and Europe, coordinating deployment, lifecycle management, and steady state operations.

* Establishes and maintains operational governance, service metrics, and review cadences to ensure predictable outcomes.

* Drives continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.

Customer Engagement

* Manages ongoing, consultative relationships with customer stakeholders focused on service delivery and operational excellence.

* Partners with Account Executives to support account plans, new deals, renewals and growth through strong delivery performance.

* Manages change control for out-of-scope requests, ensuring alignment, transparency, and risk awareness.

* Leads service reviews, operational updates, and escalations as needed.

People Leadership

* Directly manages and develops a global, matrixed team spanning operations, program management, and service delivery.

* Sets clear objectives, priorities, and accountability aligned with customer and business needs.

* Fosters a collaborative, result-driven culture across geographically distributed teams.

CrossFunctional Execution

* Works closely with Datacenters, Platform Engineering, Finance, and Supply Chain teams to align planning and execution.

* Supports the introduction of operational and service delivery innovations that improve reliability and reduce costs.

* Contributes operational input to service evolution and roadmap discussions.

How You'll Make Your Mark

* Deliver consistent, high quality AI Cloud services at global scale.

* Build strong customer trust through dependable execution and clear communication.

* Lead and develop a high-performing global support operations team.

* Improve operational efficiency and service outcomes in a rapidly evolving AI infrastructure environment.

What You'll Need

Education & Experience

* Bachelor's degree or equivalent experience required; advanced degree preferred.

* 8–10+ years of experience in service delivery, operations, program management, or business management within IT, cloud, or infrastructure services.

* Experience leading global, distributed, and matrixed teams.

* Proven background supporting customer-facing services with operational accountability.

* Experience working crossfunctionally with Sales, Engineering, and Finance.

Knowledge & Skills

* Strong people leadership and operational management skills.

* Solid understanding of IT infrastructure, cloud services, or largescale platforms.

* Financial and operational awareness, including cost control and risk management.

* Excellent written and verbal communication skills.

* Ability to manage change and operate effectively in a fast paced environment.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Planning Operations {

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