Operational Service Excellence Manager

ABOUT RADIANT

Radiant is building AI native cloud infrastructure for the most demanding compute workloads.

Our platform combines high density GPU compute, high performance networking, storage, data centre operations and cloud software. We design and operate infrastructure for customers who require predictable performance, strong security, operational resilience and clear service accountability.

As Radiant expands across multiple sites, regions and customer environments, we are building the operating model, processes and tooling needed to deliver consistently at scale.

ABOUT THE ROLE

The Operational Service Excellence Manager will define and improve the processes, standards and ways of working used across Radiant’s Service Management, Infrastructure Operations and Data Centre Operations teams.

You will establish practical, scalable processes for incidents, changes, problems, requests, customer onboarding, hardware operations and operational readiness. You will work closely with Operations, Customer Success, Compliance, Product and Engineering to make sure processes are clear, adopted and continuously improved.

This is a hands-on role for someone who can build structure from the ground up and make processes easier to follow, automate and audit.

WHAT YOU’LL DO

• Define one consistent approach to:
• Incident Management
• Major Incident Management
• Change Management
• Problem Management
• Request Management
• Establish clear roles, escalation paths, customer communications and post-incident reviews.
• Define the service management onboarding process for new customers, including:
• Runbooks
• Escalation matrices
• Contacts
• Service readiness checks
• Go-live requirements
• Create standard operating procedures and runbooks for:
• Data Centre Operations
• Infrastructure Operations and SRE
• Hardware installation and deployment
• Fault handling and troubleshooting
• RMA and hardware replacement
• Decommissioning
• Define clear handoffs between L1, L2 and L3 teams, and between onsite and remote operations.
• Establish an operational readiness checklist for every new site, cluster or major infrastructure deployment.
• Own the design and configuration of service management workflows in the ITSM platform.
• Automate approvals, routing, notifications, escalations and handoffs where practical.
• Create consistent standards for customer communications during:
• Incidents
• Planned maintenance
• Service changes
• Work with Customer Success to define service review formats and operating rhythms.
• Turn customer feedback and complaints into tracked process improvements.
• Work with Compliance to align service processes with:
• ISO 27001
• ISO 20000-1
• SOC 2
• Customer-specific contractual requirements
• Maintain clear process documentation, approvals, records and audit evidence.
• Support internal, external and customer audits.
• Track findings, assign owners and drive remediation to completion.
• Lead lessons-learned reviews and continuously improve processes, tools and documentation.
• Partner with Service Intelligence to ensure processes generate reliable operational data and reporting.

WHAT YOU’LL BRING

• Experience in service management, operational excellence, IT operations, infrastructure operations or a related field.
• Strong knowledge of incident, change, problem and request management.
• Experience designing and implementing operational processes in a growing or complex organisation.
• Experience creating runbooks, SOPs, escalation models and operational readiness frameworks.
• Practical understanding of ITIL principles and service management tooling.
• Experience automating workflows, approvals, routing or notifications in an ITSM platform.
• Experience working with technical operations, infrastructure, data centre or SRE teams.
• Strong understanding of customer-facing service operations.
• Experience supporting compliance programmes, audits or regulated environments.
• Excellent written and verbal communication skills.
• Ability to influence teams and improve adoption without relying solely on formal authority.
• Comfortable working with ambiguity and building processes where little structure currently exists.

NICE TO HAVE

• ITIL 4 certification.
• Experience in AI infrastructure, HPC, cloud, hyperscale or data centre operations.
• Experience with ISO 20000-1, ISO 27001 or SOC 2.
• Experience with service management platforms such as ServiceNow, Jira Service Management or equivalent.
• Experience supporting multi-site or multi-region operations.
• Experience working with customer-specific SLAs and contractual processes.

SUCCESS IN THE ROLE

• Radiant has consistent, documented and adopted service management processes.
• Major incidents are managed with clear ownership, escalation and communication.
• New customers, sites and clusters are operationally ready before handover.
• Teams have clear responsibilities and effective handoffs.
• ITSM workflows reduce manual work and improve response times.
• Compliance evidence is complete, current and easy to retrieve.
• Customer feedback and audit findings lead to measurable process improvements.