Service Delivery Manager

<div class="content-intro"><p><strong>About the Company</strong></p> <p> </p> <p>At Future Secure AI, we're building something genuinely new — and we're looking for people bold enough to build it with us. We work at the frontier of AI, tackling big, real-world problems for global enterprises across multiple industries, armed with state-of-the-art technology and a culture that prizes courage, rigor, and relentless curiosity. Our BRAVER values aren't just words on a wall — they describe the kind of people we are and the standard we hold ourselves to every day. Our leadership team is entrepreneurial, experienced, and accessible, with an open-door policy that means you'll never be just a number here. We invest seriously in your growth because we know our success depends on yours. If you're ready to work alongside some of the brightest minds in the industry, push into uncharted territory, and do work that genuinely matters, Future Secure AI is the place for you.</p></div><h2>Position Overview</h2> <p> </p> <div class="flex-1 flex flex-col px-4 max-w-3xl mx-auto w-full pt-1"> <div data-find-provider-scope=""> <div data-sizer-excess="0"> <div data-index="1" data-last-message="true"> <div> <div data-test-render-count="1"> <div class="group"> <div class="contents"> <div class="group relative relative pb-[var(--msg-assistant-pb,0.75rem)]" data-is-streaming="false"> <div class="font-claude-response relative leading-[1.65rem] [&_pre>div]:bg-bg-000/50 [&_pre>div]:border-0.5 [&_pre>div]:border-border-400 [&_.ignore-pre-bg>div]:bg-transparent [&_.standard-markdown_:is(p,blockquote,h1,h2,h3,h4,h5,h6)]:pl-2 [&_.standard-markdown_:is(p,blockquote,ul,ol,h1,h2,h3,h4,h5,h6)]:pr-8 [&_.progressive-markdown_:is(p,blockquote,h1,h2,h3,h4,h5,h6)]:pl-2 [&_.progressive-markdown_:is(p,blockquote,ul,ol,h1,h2,h3,h4,h5,h6)]:pr-8"> <div> <div class="grid grid-rows-[auto_auto] min-w-0"> <div class="row-start-2 col-start-1 relative grid grid-rows-[auto_auto] isolate min-w-0"> <div class="row-start-1 col-start-1 relative z-[2] min-w-0"> <div> <div> <div class="standard-markdown grid-cols-1 grid [&_>_*]:min-w-0 gap-3 standard-markdown"> <p class="font-claude-response-body break-words whitespace-normal"><strong>About Us</strong></p> <p class="font-claude-response-body break-words whitespace-normal">Future Secure AI (FSAI) is a leading enterprise AI company that was created in deep partnership with one of the world's largest financial institutions.<br>Operating as an enterprise company with deep relationships at C-suite with large global enterprises, FSAI believes humans and AI Workers will collaborate seamlessly to raise organisational performance. FSAI has dozens of partnerships with leading companies in most industries and regions globally. FSAI has a strategic focus on expanding globally as we continue our extraordinary journey to transform the world with the most cutting-edge artificial intelligence.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>The Opportunity</strong></p> <p class="font-claude-response-body break-words whitespace-normal">We are hiring a Service Delivery Manager (Interim RUN Lead) to stand up and lead our interim AICW production support function. Reporting to the Global Technical Lead (interim) and leading two AICW Support Engineers and one DevOps and Infrastructure Engineer, you will own service quality and the ITIL-aligned operating model, act as Major Incident Manager for P1s, and build the foundations for the sustained RUN function.</p> <p class="font-claude-response-body break-words whitespace-normal">This role is Australia based and hybrid. You will act as Major Incident Manager for P1s and will not be part of the hands-on technical on-call rotation.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>Key responsibilities</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Own the operating model, SLOs and priority matrix, and the service catalogue, and embed lightweight ITIL practices; chair service reviews.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Act as Major Incident Manager for P1s; own escalation, communications and post-incident reviews; run the weekly problem review and drive elimination of recurring issues with Delivery and Engineering.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Own the operational acceptance gate so every new or changed AICW enters production with a runbook, a monitoring or health-check plan, a rollback and kill-switch, and an on-call briefing.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Lead, coach and roster the team; manage the on-call rotation sustainably; drive cross-training; manage capacity and demand.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Act as the primary operational contact; manage incident communications with Account and Customer Success; liaise with the Classic vendor; interface with Engineering and Platform.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Own the observability and tooling strategy and the outcome of the Classic monitoring retrofit, delivered by the DevOps and Infrastructure Engineer; champion AICW behavioural and quality signals.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Produce operational reporting and own the continual-improvement backlog.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Capture volumetrics, design the sustained RUN operating model and business case, and plan and lead the transition into RUN.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>Requirements</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Around five or more years in IT service management, service delivery or operations, including leading a team or function.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong ITIL knowledge (ITIL 4 Foundation or above) and proven incident and major-incident management experience.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience running an on-call capability and managing service to SLAs.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Confident stakeholder and customer communication under pressure, with calm incident leadership.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Comfortable across lo