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, people-focused Service Delivery Director to lead and develop our HPC service operations. Reporting to the CEO, this is a senior leadership role with genuine influence, owning end-to-end service delivery, driving team performance and development, and strengthening key customer relationships.
You will play a central role in shaping how we scale and deliver mission-critical services: improving processes, closing service gaps, overseeing complex projects, and planning for future growth. Working with a long-established, highly collaborative team, you will help sustain a culture built on deep technical expertise, knowledge sharing, and trusted communication.
Backed by the n2 Group, this is an opportunity to make a lasting impact in a specialist business where service excellence is at the core of our success.
About X-ISS
X-ISS is a specialist high-performance computing (HPC) services and software company with over 30 years of experience supporting mission-critical environments. We help organizations running complex HPC infrastructure improve performance, reliability, and efficiency through managed services, analytics, and operational insight.
With expertise across DecisionHPC®, ManagedHPC®, CloudHPC, and ProjectHPC®, and a track record of deploying thousands of Linux and Windows cluster nodes, we deliver high-quality, cost-effective solutions that drive real results.
Known for our high-touch service model and long-standing client relationships, X-ISS offers the opportunity to work closely with customers and make a meaningful impact.
Service Delivery Director Responsibilities:
Service Delivery & Operations
- Own and drive end-to-end service delivery performance, ensuring SLAs are met while protecting service quality, customer retention, and commercial outcomes.
- Lead prioritization and coordination across projects and support, ensuring delivery is efficient, scalable, and aligned to business priorities.
· Proactively identify delivery risks and take decisive action to protect service quality, timelines, and overall service performance.
Resource Planning & Forecasting
- Plan and optimize team capacity and utilization to maximize delivery performance and margin efficiency.
- Anticipate demand and partner with leadership to shape hiring and onboarding plans that support growth.
- Balance immediate delivery priorities with building scalable capability to meet future demand.
- Own the service delivery cost base, driving budgeting, forecasting, and ongoing cost control, to ensure delivery is commercially sustainable.
- Contribute to service delivery P&L performance by actively managing utilization, margins, and key cost drivers, working closely with finance and leadership.
Process & Quality Management
- Identify operational gaps and drive continuous improvement to enhance efficiency, scalability, and service quality.
- Establish and evolve clear, repeatable service delivery processes that support consistent, high-quality delivery at scale.
- Ensure operational and customer documentation supports effective delivery, knowledge sharing, and long-term service resilience.
Technical Oversight & Capability Development
- Provide strategic oversight of HPC service delivery, setting standards across Linux-based systems, scheduling, storage, and user-facing workflows.
- Identify capability gaps and drive development of technical and operational skills to strengthen team performance and future readiness.
- Act as a senior escalation point for complex delivery or technical challenges, providing clear direction and resolution.
Customer Engagement
- Build and lead strong, trusted relationships with key customers, acting as a senior point of contact.
- Ensure clear, proactive communication on service performance, risks, and resolution strategies.
- Lead customer service reviews, driving accountability, continuous improvement, and high levels of satisfaction.
- Provide senior oversight and support across key accounts, ensuring consistency and quality of delivery.
People Management
- Lead and develop Service Delivery Managers, building a high-performing, accountable management team.
- Set and uphold clear standards for delivery performance and service quality across the function.
- Drive team development and performance, addressing issues decisively and strengthening overall capability.
About you/the desired candidate will have:
- Proven experience leading service delivery in a technical environment (e.g. IT infrastructure, Linux systems, HPC, or cloud services).
- A track record of operating hands-on in a small, fast paced results-driven environment
- Strong capability in resource planning, utilization management, and operational coordination.
- A solid understanding of Linux-based infrastructure, with the ability to engage credibly with technical teams and customers.
- Experience leading and developing managers within an operational or service delivery context.
- The ability to prioritize effectively and manage competing demands in a dynamic environment.
- Strong communication skills, with confidence in customer-facing and stakeholder interactions.
- Bachelor’s degree.
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
• : Scientific computing consultancy integrating technologies, data, and cultures to accelerate science.
• : Advanced products and services in algorithms, optimization, high-performance computing and AI.
• : Independent financial services technology research and community events.
• : Proven statistical solutions and data expertise driving innovation and success.
• : Industry leading management and analytics solutions for HPC/AI systems.
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