Senior Service Delivery Manager Radian Arc

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Location & work modality: Malaysia or comparable time zone

Start: ASAP

Type of Contract: Contractor

Average 40 hours per week 9x5 business hour support with after hour on-call response/resolution for category 1 incidents

Paid as a monthly rate

About Radian Arc

Radian Arc now part of InferX Submers AI cloud and GPU infrastructure platform provides an infrastructure-as-a-service (IaaS) platform for running cloud gaming artificial intelligence and machine learning applications inside telecommunication carrier networks. Our teams across the USA Australia Central Europe Malaysia Singapore and Japan offer telecom operators a GPU-based edge computing platform without the need for capital expenditure facilitating low latency and improved economics for value-added services and the monetization of 5G investments.

What impact you will have

Mission: Own service delivery and operational governance for customer deployments in the assigned region ensuring SLA compliance controlled change execution strong customer communication and effective coordination between local operations engineering vendors and telco stakeholders.

You are the senior operational owner for your region and ensure that customer services are delivered reliably incidents and changes are managed professionally and customer-facing communication remains clear structured and trustworthy. You act as the bridge between the customer local operational staff and internal engineering teams.

We are looking for a self-motivated Senior Service Delivery Manager to join our growing this role you will own service delivery for one of our operating regions and take accountability for customer-facing operational excellence across one or more deployments.

This is not a pure project management or ticket-management role. It is a senior operations leadership role focused on service reliability SLA performance incident and change governance executive-level communication and structured coordination across support engineering vendors and customer stakeholders.

Within our operating model each region has one Senior SDM who owns the operational relationship and governance framework for that region. Local Operations Engineers provide business-hours operational coverage in the deployment time zone while Field Service Technicians or customers remote hands support hands-on datacenter activities where needed. The Senior SDM provides oversight escalation leadership customer steering and operational accountability across that structure.

What youll do

Own customer-facing service delivery for the assigned region with accountability for SLA adherence service quality and operational governance.

Act as the primary operational escalation point above local Operations Engineers for major incidents service degradation chronic issues and change risk.

Define implement and continuously improve incident problem change escalation and communication processes across customer environments.

Lead or chair operational review and change-control discussions and ensure that high-risk changes are properly assessed communicated and tracked.

Approve or govern root-cause analysis outcomes and ensure corrective and preventive actions are assigned tracked and closed.

Coordinate closely with internal engineering vendors telco stakeholders and local support teams to maintain service continuity.

Build customer confidence through clear executive communication daily incident/status reporting where needed and well-structured service review cadences.

Oversee operational readiness for new deployments including runbooks access tooling monitoring baselines on-call setup patching coordination and handover into steady state.

Use service data and operational KPIs such as MTTA MTTR change success rate RCA follow-up closure and patch compliance to improve delivery quality.

Ensure the support model is aligned with the staffing structure: local business-hours coverage after-hours rotation escalation paths and regional oversight.

Maintain sufficient technical awareness of the platform stack to triage correctly and communicate credibly across infrastructure cloud Kubernetes orchestration observability IAM and metering domains.

Platform context:

The Senior Service Delivery Manager operates in a platform environment that is expanding beyond traditional infrastructure operations into a broader GPU cloud platform engineering model.

From a service-delivery perspective this means the SDM must operate across a platform that is no longer defined only by virtual machines and generic cloud operations but by the coordinated delivery of multiple technical domains and specialist teams. The SDM does not own the implementation of those systems directly but is expected to understand their operational dependencies service impact escalation paths and readiness implications.

Operationally you must therefore understand the platform as a combination of:

Customer-facing control plane services

Cloud and compute orchestration

Kubernetes-based workload environments

Storage and data-path dependencies

Observability and telemetry systems

Deployment automation and release processes

And the specialized engineering teams that own these domains.

For the SDM role the practical implication is that service delivery is not limited to incident coordination. It includes ensuring that incidents maintenance windows changes RCAs patching customer communications and operational readiness are properly coordinated across these technical ownership domains. The SDM should be able to translate platform complexity into clear customer communication structured service governance and effective escalation toward the correct engineering function.

What youll need

Excellent communication skills: Ability to clearly and effectively communicate with customers vendors and internal teams both verbally and in writing.

Technical knowledge: Understanding of the services being delivered and related technical concepts including senior AI/ML/GPUaaS operations with strong all-round infrastructure knowledge (cloud networking DevOps).

Problem-solving skills: Ability to analyze issues identify root causes and find solutions to resolve client problems (SLAs ITIL processes and customer-facing operations).

Customer service focus: Commitment to providing exceptional customer service and exceeding client expectations.

Organizational skills: Ability to manage multiple tasks and prioritize effectively.

Analytical skills: Capability to interpret data and identify trends to inform decision-making.

5 years experience in telecom or data center management a plus.

What we offer

Attractive compensation package reflecting your expertise and experience.
A great work environment characterised by friendliness international diversity flexibility and a hybrid-friendly approach.
Youll be part of a fast-growing scale-up with a mission to make a positive impact offering an exciting career evolution.

Our job titles may span more than one job level. The actual base pay is dependent on a number of factors such as transferable skills work experience business needs and market demands.

Our Inclusive Responsibility

Radian Arc is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status or any other protected category under applicable law.

Location & work modality: Malaysia or comparable time zoneStart: ASAPType of Contract: ContractorAverage 40 hours per week 9x5 business hour support with after hour on-call response/resolution for category 1 incidentsPaid as a monthly rateAbout Radian ArcRadian Arc now part of InferX Submers AI clou...