Operational Service Intelligence 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 scales across multiple sites, regions and infrastructure environments, we are building the operational intelligence layer that connects technical performance with customer outcomes, commercial commitments and investment decisions.

ABOUT THE ROLE

The Operational Service Intelligence Manager will create the reporting, KPI and capacity-planning framework used across Radiant’s Service Management, Infrastructure Operations and Data Centre Operations teams.

You will turn operational data into clear insight for leadership, Finance, Customer Success, Product and Engineering. You will help the business understand service performance, customer impact, capacity constraints, infrastructure cost and opportunities for improvement.

This is a hands-on role for someone who can define the right metrics, build practical reporting and use data to improve how teams operate.

WHAT YOU’LL DO

• Define and maintain KPIs for:
• Incident, Change, Problem and Request Management
• Infrastructure Operations and SRE
• Data Centre Operations
• Security-related operational activity
• Establish customer-facing service reporting, including:
• Availability and uptime
• SLA performance
• SLA credits and penalties
• Incident and service trends
• Build dashboards and reporting for operational performance, capacity and risk.
• Own reporting standards, definitions and data quality across operational teams.
• Analyse:
• Compute, network and storage utilisation
• Available and constrained capacity
• Power usage and infrastructure efficiency
• Failure rates and recurring incidents
• Spare inventory and component usage
• Vendor performance and RMA trends
• Support capacity planning for GPU clusters, networks, storage and data centre infrastructure.
• Develop SLA simulations and planning models, including hot and cold spare requirements.
• Work with Finance on infrastructure reporting and FinOps, including:
• Cost per MW
• Cost per GPU hour
• Asset inventory
• Committed and available capacity
• Partner with Customer Success to create consistent service reporting for customers.
• Own the strategy for service intelligence and KPI tooling.
• Identify operational bottlenecks and use data to recommend improvements.
• Work with Product and Engineering to turn recurring service issues into product improvements.
• Help define telemetry and observability requirements for new products and releases.
• Measure how product changes affect operational KPIs and customer experience.
• Lead quarterly service reviews with Product and Engineering leaders.

WHAT YOU’LL BRING

• Experience in service intelligence, operational analytics, service management, infrastructure operations or a related field.
• Strong experience defining KPIs, SLAs and operational reporting.
• Experience working with ITSM, infrastructure, data centre or cloud operations teams.
• Strong analytical and data visualisation skills.
• Ability to work with operational data from multiple systems and identify meaningful trends.
• Understanding of capacity planning, infrastructure utilisation and service performance.
• Experience presenting concise, decision-ready reporting to senior stakeholders.
• Commercial awareness and experience working with Finance or FinOps teams.
• Strong communication skills and the ability to work across technical and non-technical teams.
• Comfortable building structure and reporting standards in a growing organisation.

NICE TO HAVE

• Experience in AI infrastructure, HPC, cloud, hyperscale or data centre environments.
• Experience with ITIL, service management or operational excellence frameworks.
• Familiarity with GPU, network, storage and power-related infrastructure metrics.
• Experience working with observability, telemetry or data platform teams.
• Experience turning operational data into customer-facing product features.

SUCCESS IN THE ROLE

• Radiant has a consistent and trusted set of operational KPIs.
• Leadership can quickly understand service health, capacity and risk.
• Customer reporting is accurate, consistent and delivered on time.
• Finance has reliable infrastructure cost and utilisation data.
• Capacity constraints and vendor issues are identified early.
• Operational trends consistently inform product and process improvements.