Service Chain Operations Manager - AI Cloud (REF5859O)
Employer · Deutsche Telekom IT Solutions
IT manager
Department managerFull-timeDebrecen
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.
Tasks
- 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.
- Steer the incident, problem, and change management processes global 24/7 service, ensuring minimal downtime.
- Coordinate and monitor overall operational performance, identifying bottlenecks in the NVIDIA technology stack.
- Deliver input for resource planning to ensure operational stability and alignment with the product roadmap.
- 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 with service availability goals.
Requirements
- 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).
- Change Governance & Risk Mitigation: expertise in managing the "Change Window" for mission-critical AI hardware.
- Cross-Functional Operational Synchronization: the ability to act as the "operational glue" between disparate teams.
- Continuous Operational Improvement (Lean Ops): proficiency in applying "Kaizen" or Lean principles to daily operations.
- Advanced communication and negotiation skills, with fluency in English (C1 level).