Service Chain Operations Manager - AI Cloud (REF5859O)

We are seeking a Senior Operations Manager to ensure the operational stability, quality of production, and efficient delivery of services within the Industrial AI Cloud. This role acts as the primary interface between the Customer Delivery Management (CDM), Product Management, and the technical operations & engineering teams.
The Operations Manager is responsible for managing the complete service chain, ensuring that contractual obligations (SLAs/OLAs) are met or exceeded while optimizing operational costs. This role combines high-level operational leadership with a deep understanding of the complex infrastructure required to run large-scale GPU clusters and AI workloads.

Key Responsibilities:
Service Delivery & Quality Assurance

• Manage the global service chain for the Industrial AI Cloud, ensuring delivery according to contractual obligations and Service Level Agreements (SLAs/OLAs).
• Define, monitor, and report on key performance indicators (KPIs) to ensure the highest quality of production and customer satisfaction.
• Act as the Single Point of Contact (SPOC) for internal customers and stakeholders regarding day-to-day operational matters and service transitions
• Coordinate and lead the teams and processes to maintain a seamless delivery flow within Industrial AI Cloud area.
• Facilitate technical communication between technical architects, operations teams, and business stakeholders to ensure operational requirements are reflected in the product evolution.

Operational Excellence & Governance

• Steer the incident, problem, and change management processes global 24/7 service, ensuring minimal downtime for mission-critical AI infrastructure and platform solutions.
• Coordinate and monitor overall operational performance, identifying bottlenecks in the NVIDIA technology stack and implementing process improvements to maximize output.
• Deliver input for resource planning to ensure operational stability and alignment with the product roadmap defined by the Product Manager
• Support product and project activities, workshops to improve overall quality and customer satisfaction
• Participate in onboarding of new customers and strategic partners.
• Collaborate with Industrial AI Clod Operations and Engineering teams to align hardware lifecycle activities (upgrades, expansions) with service availability goals.
  

Required Skills and Qualifications

• Proven experience as a Senior Operations Manager or Service Chain OPM in cloud, HPC, or large-scale enterprise software environments.
• Expert knowledge of ITIL processes (Incident, Problem, Change, and Release management) within production environments.
• Strong understanding of the operational requirements for AI/GPU infrastructure (e.g., NVIDIA DGX platforms, GPU clusters) to effectively steer technical teams.
• Demonstrated experience in managing SLAs/OLAs and reporting KPIs to executive stakeholders.
• Advanced Incident & Crisis Steering: ability to lead high-pressure technical war-rooms during critical outages of GPU clusters.
• Real-time Observability & Data-Driven Decision Making: Proficiency in steering operations using real-time telemetry (e.g., Prometheus, Grafana dashboards). The ability to translate raw infrastructure metrics into operational health statuses and proactively trigger interventions before a threshold breach becomes an incident.
• Change Governance & Risk Mitigation: expertise in managing the "Change Window" for mission-critical AI hardware. This involves steering the balance between the need for urgent patches/firmware updates and the absolute requirement for system stability, ensuring no unauthorized changes disrupt production workloads.
• Cross-Functional Operational Synchronization: the ability to act as the "operational glue" between disparate teams (Data Center technicians, Engineers, and Product Managers).
• Continuous Operational Improvement (Lean Ops): proficiency in applying "Kaizen" or Lean principles to daily operations. The ability to analyze recurring incidents (Problem Management) and steer the implementation of permanent technical fixes or automation scripts to eliminate repetitive manual toil for the engineering teams.
• Advanced communication and negotiation skills, with fluency in English (C1 level).

You will be working in the European Union to meet our customers' data security and privacy requirements.

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.