HPC (High-Performance Computing) Service Delivery Manager

HPC (High-Performance Computing) Service Delivery Manager:

Technical operations leader who oversees the end-to-end delivery, reliability, and optimization of large-scale computing clusters, storage systems, and specialized software stacks.

Key Responsibilities

• Infrastructure Operations Oversight: Monitor daily performance, track system bottlenecks, and manage compute clusters, job schedulers, and parallel file systems.
• SLA & Vendor Management: Ensure service level agreements (SLAs), uptime commitments, and vendor contracts are consistently met.
• Compliance & Security: Maintain data privacy, regulatory standards, and internal security policies across high-performance environments.

• SLA & KPI Management: Track and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to make sure client expectations are consistently met or exceeded.
• Client Relationship: Serve as the primary point of contact for client communication, escalations, service reviews, and feedback.
• Incident & Problem Resolution: Coordinate responses to major operational issues, manage root-cause analysis, and minimize system or service downtime.
• Cross-Functional Coordination: Work alongside engineering, support desks, and operations teams to align service delivery with contract-related requirements.
• Continuous Improvement: Use frameworks like ITIL (Information Technology Infrastructure Library) to streamline processes and upgrade service quality.
• Technical Writing and Technical Report Review: Use technical expertise and writing skills to in the review and development of required contract deliverable documentation.
• People Management Responsibilities of Assigned Personnel: 

o   Performance Management: Monitor daily and long-term performance, conduct regular evaluations, and provide constructive feedback.

o   Employee Development: Support career growth by offering mentorship, training opportunities, and skill-building challenges.

o   Engagement and Motivation: Build trust, recognize achievements, celebrate wins, and prioritize employee well-being to reduce burnout and turnover.

o   Conflict Resolution: Address interpersonal or team-level disagreements early through objective, empathetic mediation.

o   Communication and Collaboration: Maintain open, two-way communication channels through regular one-on-ones and team updates.

o   Empowerment and Delegation: Delegate meaningful responsibilities to encourage team ownership and avoid micromanagement.

o   Diversity and Inclusion: Foster a respectful, equitable environment that honors diverse perspectives and cultural backgrounds.

Common Qualifications & Skills

• Education: A Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Engineering.
• Experience: Typically, 10+ years of deep technical background in Linux systems administration, cluster orchestration, or cloud-based HPC platforms. Experience includes experience in IT service management, technical operations or project management.
• Certifications: Popular credentials include ITIL 4 Foundation, PMP (Project Management Professional), or Six Sigma.
• Key Skills: Strong communication, conflict resolution, vendor management, excellent technical writing skills, and analytical problem-solving.

Typical Qualifications

• Experience: Generally requires 7 to 15 years of IT infrastructure or technical service delivery experience, with direct exposure to HPC environments, parallel computing, or AI/GPU clusters.
• Education: A Bachelor's or Master’s degree in Computer Science, Engineering, or a related scientific discipline.
• Frameworks: Familiarity with IT service management (ITSM/ITIL) principles and cluster management tools.