Location: US, Remote 
Salary Range: $120 – $165K

Service Delivery Manager Job Description 
This is a fully remote role, based in the US, with occasional travel across the US and to the UK.
We are seeking an experienced and people-focused Service Delivery Director to lead and evolve our HPC service operations. This is a senior leadership role with genuine influence, accountable for end-to-end service delivery, the performance and development of our teams and the strength of our customer relationships. You will play a key role in shaping how we deliver and scale mission-critical services—identifying opportunities to strengthen processes, closing service gaps, overseeing complex projects, and planning for future growth. Working alongside a long-established, highly collaborative team, you will help sustain a culture built on deep technical expertise, knowledge sharing, and clear, trusted communication with our customers. Backed by the n2 Group, this role offers the opportunity to make a lasting impact in a specialist business where service excellence and thoughtful leadership are central to success.

About X-ISS
X-ISS is a small, specialist high-performance computing (HPC) services and software company with more than 30 years’ experience delivering and supporting mission-critical computing environments. We partner with organizations that rely on complex HPC infrastructure, providing managed services, performance analytics, and operational insight to ensure reliability, efficiency, and continuous improvement.

Our customers span research, engineering, energy, life sciences, finance, and technology sectors, where service quality, operational resilience, and trusted delivery are paramount. X-ISS is recognized for its high-touch service model, deep technical expertise, and long-standing client relationships built on accountability and results.


About you/the desired candidate will have: 

• Proven experience leading service delivery in a technical environment such as IT infrastructure, Linux systems, HPC, or cloud services.
• Success working hands-on in in a small, fast paced results-based environment
• Strong resource planning, utilization management, and operational coordination skills.
• Hands-on understanding of Linux-based infrastructure sufficient to engage credibly with technical teams and customers.
• Experience managing managers in an operational or service delivery context.
• Highly organized, detail-oriented, and comfortable managing competing priorities.
• Strong communication skills, with experience in customer-facing roles.
• Bachelor’s degree or equivalent practical experience.

Service Delivery Director Responsibilities: 
Service Delivery & Operations

• Own end-to-end service delivery performance across teams, ensuring SLAs and customer commitments are consistently met.
• Oversee prioritization, scheduling, and coordination of work across projects and support activities.
• Identify delivery risks early and take corrective action to maintain service quality and timelines.

Resource Planning & Forecasting

• Plan and manage team capacity and utilization across service delivery functions.
• Forecast future demand and work with leadership to plan recruitment and onboarding accordingly.
• Balance short-term delivery needs with longer-term capability development.
• Own the service delivery cost base, including budgeting, forecasting, and ongoing cost control, ensuring delivery is commercially sustainable.
• Contribute to service delivery P&L performance by managing utilization, margins, and key cost drivers, working closely with finance and leadership.

Process & Quality Management

• Identify gaps and inefficiencies in operational processes and implement practical improvements.
• Establish and maintain clear, repeatable service delivery processes.
• Ensure operational and customer documentation is accurate, current, and consistently maintained.

Technical Oversight & Capability Development

• Provide oversight across delivery of HPC service environments, including Linux-based systems, job scheduling, storage, and user-facing workflows.
• Identify skills gaps and coordinate technical and process training to address them.
• Act as an escalation point for complex delivery or technical issues when required.

 Customer Engagement

• Maintain positive, professional relationships with customers.
• Ensure clear and timely communication regarding service status, risks, and resolution plans.
• Participate in customer service reviews to monitor satisfaction and service performance.
• Be a backup manager at a high level for key clients.

People Management

• Lead and develop Service Delivery Managers.
• Set clear expectations for delivery performance and service quality.
• Support team development and address performance issues where required.

Culture and Benefits: 
X-ISS provides a comprehensive benefits package, including a competitive salary (dependent on your experience), 401k matching, health, vision, dental, life and supplemental insurance, HSA and tuition reimbursement. 

X-ISS is an equal opportunity employer. We strongly believe that a diverse workforce contributes to our ability to provide world class customer support.

About n2 Group 
At n2 Group we are transforming computing and technology investment with a radical new approach. Our businesses are all established, purpose-driven market leaders in computing products or services. We stimulate long-term sustainable growth through group-level support in strategy, business development, innovation, and operations. With no shareholders or external financial interests, we reinvest all profits back into the group or to the community, reinforcing our commitment to positive social impact through technological advancements. 

n2 Group companies are at the forefront of computing and IT infrastructure, helping clients in various sectors to be more productive, innovative or reduce risk through advanced software and services. Rapidly expanding in high-performance computing, artificial intelligence, and scientific computing, our businesses maintain their unique brands and identities but benefit from the expanded network available through the group.  

n2 Group Companies 
• BioTeam: Scientific computing consultancy integrating technologies, data, and cultures to accelerate science. 
• nAG: Advanced products and services in algorithms, optimization, high-performance computing and AI. 
• STAC: Independent financial services technology research and community events. 
• VSNi: Proven statistical solutions and data expertise driving innovation and success. 
• X-ISS: Industry leading management and analytics solutions for HPC/AI systems.