{"id":3973094,"url":"https://alion.io/job/radiant-operational-service-excellence-manager","title":"Operational Service Excellence Manager","company":{"id":8822,"name":"Radiant","domain":"radiant.com","url":"https://alion.io/company/radiant","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":90,"open_postings":10,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-15T07:52:55Z"}},"role":"DevOps","role_family":"DevOps","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"SOC 2","optional":false},{"name":"HPC","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-11-09T14:19:17Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-15T04:07:47Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Radiant\nRadiant is building AI native cloud infrastructure for the most demanding compute workloads.\nOur 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.\nAs Radiant expands across multiple sites, regions and customer environments, we are building the operating model, processes and tooling needed to deliver consistently at scale.\nAbout the role\nThe 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.\nYou 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.\nThis is a hands-on role for someone who can build structure from the ground up and make processes easier to follow, automate and audit.\nWhat you’ll do\nDefine one consistent approach to:\nIncident Management\n\nMajor Incident Management\n\nChange Management\n\nProblem Management\n\nRequest Management\n\nEstablish clear roles, escalation paths, customer communications and post-incident reviews.\n\nDefine the service management onboarding process for new customers, including:\nRunbooks\n\nEscalation matrices\n\nContacts\n\nService readiness checks\n\nGo-live requirements\n\nCreate standard operating procedures and runbooks for:\nData Centre Operations\n\nInfrastructure Operations and SRE\n\nHardware installation and deployment\n\nFault handling and troubleshooting\n\nRMA and hardware replacement\n\nDecommissioning\n\nDefine clear handoffs between L1, L2 and L3 teams, and between onsite and remote operations.\n\nEstablish an operational readiness checklist for every new site, cluster or major infrastructure deployment.\n\nOwn the design and configuration of service management workflows in the ITSM platform.\n\nAutomate approvals, routing, notifications, escalations and handoffs where practical.\n\nCreate consistent standards for customer communications during:\nIncidents\n\nPlanned maintenance\n\nService changes\n\nWork with Customer Success to define service review formats and operating rhythms.\n\nTurn customer feedback and complaints into tracked process improvements.\n\nWork with Compliance to align service processes with:\nISO 27001\n\nISO 20000-1\n\nSOC 2\n\nCustomer-specific contractual requirements\n\nMaintain clear process documentation, approvals, records and audit evidence.\n\nSupport internal, external and customer audits.\n\nTrack findings, assign owners and drive remediation to completion.\n\nLead lessons-learned reviews and continuously improve processes, tools and documentation.\n\nPartner with Service Intelligence to ensure processes generate reliable operational data and reporting.\n\nWhat you’ll bring\nExperience in service management, operational excellence, IT operations, infrastructure operations or a related field.\n\nStrong knowledge of incident, change, problem and request management.\n\nExperience designing and implementing operational processes in a growing or complex organisation.\n\nExperience creating runbooks, SOPs, escalation models and operational readiness frameworks.\n\nPractical understanding of ITIL principles and service management tooling.\n\nExperience automating workflows, approvals, routing or notifications in an ITSM platform.\n\nExperience working with technical operations, infrastructure, data centre or SRE teams.\n\nStrong understanding of customer-facing service operations.\n\nExperience supporting compliance programmes, audits or regulated environments.\n\nExcellent written and verbal communication skills.\n\nAbility to influence teams and improve adoption without relying solely on formal authority.\n\nComfortable working with ambiguity and building processes where little structure currently exists.\n\nNice to have\nITIL 4 certification.\n\nExperience in AI infrastructure, HPC, cloud, hyperscale or data centre operations.\n\nExperience with ISO 20000-1, ISO 27001 or SOC 2.\n\nExperience with service management platforms such as ServiceNow, Jira Service Management or equivalent.\n\nExperience supporting multi-site or multi-region operations.\n\nExperience working with customer-specific SLAs and contractual processes.\n\nSuccess in the role\nRadiant has consistent, documented and adopted service management processes.\n\nMajor incidents are managed with clear ownership, escalation and communication.\n\nNew customers, sites and clusters are operationally ready before handover.\n\nTeams have clear responsibilities and effective handoffs.\n\nITSM workflows reduce manual work and improve response times.\n\nCompliance evidence is complete, current and easy to retrieve.\n\nCustomer feedback and audit findings lead to measurable process improvements.","description_format":"text","description_chars":5059,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["MLOps","AI Compute & Inference"],"lifecycle":[{"event":"open","at":"2026-11-09T16:57:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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