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Role Overview
Do you thrive on keeping complex, customer-facing infrastructure running at its best? Are you ready to build and lead a service function as it scales across multiple sites and time zones? Can you stay calm, structured, and decisive when a major incident hits?
You'll report to the CTO and take ownership of service delivery for our customer-facing private cloud deployments — the person customers and internal teams look to when service needs to be consistent, professional, and reliable. CUDO Compute is an enterprise AI infrastructure company delivering large-scale GPU capacity on the latest generation hardware for organizations that require predictable, production-ready AI environments.
Operating at the intersection of Land, Power, and Compute, CUDO Compute helps organizations build and scale AI environments with the speed, reliability, and engineering expertise required for modern AI workloads. From dedicated GPU clusters and high-performance networking to sovereign AI deployments, CUDO enables organizations to move from experimentation to production with confidence.
Built on more than 20 years of experience across data centers, cloud operations, and high-performance computing, CUDO combines deep infrastructure expertise with a track record spanning 40,000+ GPUs globally. This operational heritage underpins how the company designs, deploys, and manages large-scale AI environments.
From planning and architecture design through to deployment, optimization, and long-term operations, CUDO helps organizations accelerate AI adoption while maintaining the performance, control, and resilience required for production workloads. As the company scales, you'll build and lead the team responsible for service desk delivery, major incident management, change management, and external partner performance across all customer-facing private cloud deployments. Day-to-day, you'll:
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- Lead, mentor, and develop a distributed service delivery team, including on-site GPU operations leads and remote Site Reliability Engineers across multiple time zones
- Own day-to-day service desk delivery via the ITSM platform, ensuring strict adherence to SLAs, KPIs, and documentation standards
- Act as Major Incident Manager for Priority 1 incidents, coordinating internal teams, external partners, and customer communications through resolution and review
- Lead the change management process, ensuring all customer requests for change are captured, assessed, approved, and delivered
- Manage relationships with external support partners, including on-site and 24x7 remote providers, tracking performance against agreed service levels
- Work closely with Product, Software, and Security teams to improve support tooling, coordinate releases, and respond to vulnerabilities and incidents
- Standardize service delivery processes across all deployed customer sites
- Ensure a smooth handover of new deployments from delivery into steady-state service operations
What We're Looking For
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- Proven experience leading an IT service team to deliver a high standard of customer service
- Experience mentoring and developing a team
- A technical background in one of: data centers, network engineering, or systems administration
- Demonstrated experience with ITSM tools and their development
- Excellent interpersonal, verbal, and written communication skills, with the ability to stay calm and decisive under pressure
- Strong organizational and time-management skills, with the ability to multi-task
- ITIL/ITSM certification or equivalent experience
- Server and PC hardware knowledge
- Current or previous certification in at least one of: RHCE or other Linux certifications; CCNA/CCNP or other networking certifications; or data center management certifications (e.g., EPI, BICSI, Schneider Electric) — or equivalent experience
- Willingness to travel occasionally for events or partner meetings
Nice to Have
- Hands-on experience deploying and maintaining server hardware
- Knowledge of software and hardware QA processes
What We Offer
- Genuine scope to shape and scale the service function as CUDO grows, including building out the team under you
- Direct exposure to enterprise-scale, customer-facing GPU cloud deployments
- Close collaboration with the CTO and cross-functional leaders across Product, Security, and Engineering
Our Benefits Include:
- 100% remote working
- Unlimited holiday
- Cycle to work scheme
- Tech scheme
- Equity options
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