Service Delivery Manager

About the Company

At Future Secure AI, we're building something genuinely new — and we're looking for people bold enough to build it with us. We work at the frontier of AI, tackling big, real-world problems for global enterprises across multiple industries, armed with state-of-the-art technology and a culture that prizes courage, rigor, and relentless curiosity.

Our BRAVER values aren't just words on a wall — they describe the kind of people we are and the standard we hold ourselves to every day. Our leadership team is entrepreneurial, experienced, and accessible, with an open-door policy that means you'll never be just a number here. We invest seriously in your growth because we know our success depends on yours.

If you're ready to work alongside some of the brightest minds in the industry, push into uncharted territory, and do work that genuinely matters, Future Secure AI is the place for you.

Position Overview

About Us

Future Secure AI (FSAI) is a leading enterprise AI company that was created in deep partnership with one of the world's largest financial institutions.

Operating as an enterprise company with deep relationships at C-suite with large global enterprises, FSAI believes humans and AI Workers will collaborate seamlessly to raise organisational performance. FSAI has dozens of partnerships with leading companies in most industries and regions globally.

FSAI has a strategic focus on expanding globally as we continue our extraordinary journey to transform the world with the most cutting-edge artificial intelligence.

The Opportunity

We are hiring a Service Delivery Manager (Interim RUN Lead) to stand up and lead our interim AICW production support function.

Reporting to the Global Technical Lead (interim) and leading two AICW Support Engineers and one DevOps and Infrastructure Engineer, you will own service quality and the ITIL-aligned operating model, act as Major Incident Manager for P1s, and build the foundations for the sustained RUN function.

This role is Australia based and hybrid. You will act as Major Incident Manager for P1s and will not be part of the hands-on technical on-call rotation.

Key responsibilities

• Own the operating model, SLOs and priority matrix, and the service catalogue, and embed lightweight ITIL practices; chair service reviews.
• Act as Major Incident Manager for P1s; own escalation, communications and post-incident reviews; run the weekly problem review and drive elimination of recurring issues with Delivery and Engineering.
• Own the operational acceptance gate so every new or changed AICW enters production with a runbook, a monitoring or health-check plan, a rollback and kill-switch, and an on-call briefing.
• Lead, coach and roster the team; manage the on-call rotation sustainably; drive cross-training; manage capacity and demand.
• Act as the primary operational contact; manage incident communications with Account and Customer Success; liaise with the Classic vendor; interface with Engineering and Platform.
• Own the observability and tooling strategy and the outcome of the Classic monitoring retrofit, delivered by the DevOps and Infrastructure Engineer; champion AICW behavioural and quality signals.
• Produce operational reporting and own the continual-improvement backlog.
• Capture volumetrics, design the sustained RUN operating model and business case, and plan and lead the transition into RUN.

Requirements

• Around five or more years in IT service management, service delivery or operations, including leading a team or function.
• Strong ITIL knowledge (ITIL 4 Foundation or above) and proven incident and major-incident management experience.
• Experience running an on-call capability and managing service to SLAs.
• Confident stakeholder and customer communication under pressure, with calm incident leadership.
• Comfortable across low-code and code-first or cloud environments, with the ability to read logs and observability data.
• Metrics-driven approach with strong documentation discipline.
• Desirable
• Experience standing up a support or RUN function from scratch.
• Familiarity with SRE practices, security and incident-response awareness, and vendor management.
• Exposure to AI, machine learning or AI-agent products.
• Why Join Us?A high-performance culture
• State-of-the-art technology
• Experience world-class leadership
• Scale of impact and purpose
• A competitive salary and a huge growth trajectory
• Work with the best in the industry
• Flexible work environment
• Diversity and creativity
• Disclaimer: We do not wish to be contacted by recruitment agencies.
• Our hiring process is managed in-house and the best way for candidates to express interest is by applying with your resume through our company website.
• Future Secure AI Privacy Policy
• At Future Secure AI, we are committed to protecting your privacy and adhering to the principles of the General Data Protection Regulation (GDPR) and the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). Our Privacy Policy outlines how we collect, use, share, and protect your personal data when you visit our website at www.futuresecure.ai (the "Website") and use our services.