Head of Service

Do you thrive on keeping complex, customer-facing infrastructure running at its best? Are you ready to build and lead a service function as it scales across multiple sites and time zones? Can you stay calm, structured and decisive when a major incident hits? You'll report to the CTO and take ownership of service delivery for our customer-facing private cloud deployments — the person customers and internal teams look to when service needs to be consistent, professional and reliable. CUDO Compute is an enterprise AI infrastructure company delivering large scale GPU capacity on the latest generation hardware for organisations that require predictable, production ready AI environments. Operating at the intersection of Land, Power and Compute, CUDO Compute helps organisations build and scale AI environments with the speed, reliability and engineering expertise required for modern AI workloads. From dedicated GPU clusters and high performance networking to sovereign AI deployments, CUDO enables organisations to move from experimentation to production with confidence. Built on more than 20 years of experience across data centres, cloud operations and high performance computing, CUDO combines deep infrastructure expertise with a track record spanning 40,000+ GPUs globally. This operational heritage underpins how the company designs, deploys and manages large scale AI environments. From planning and architecture design through to deployment, optimisation and long term operations, CUDO helps organisations accelerate AI adoption while maintaining the performance, control and resilience required for production workloads. As the company scales, you'll build and lead the team responsible for service desk delivery, major incident management, change management and external partner performance across all customer-facing private cloud deployments. Day to day, you'll: Lead, mentor and develop a distributed service delivery team, including on-site GPU operations leads and remote Site Reliability Engineers across multiple time zones Own day-to-day service desk delivery via the ITSM platform, ensuring strict adherence to SLAs, KPIs and documentation standards Act as Major Incident Manager for Priority 1 incidents, coordinating internal teams, external partners and customer communications through resolution and review Lead the change management process, ensuring all customer requests for change are captured, assessed, approved and delivered Manage relationships with external support partners, including on-site and 24x7 remote providers, tracking performance against agreed service levels Work closely with Product, Software and Security teams to improve support tooling, coordinate releases, and respond to vulnerabilities and incidents Standardise service delivery processes across all deployed customer sites Ensure a smooth handover of new deployments from delivery into steady-state service operations What We're Looking For Proven experience leading an IT service team to deliver a high standard of customer service Experience mentoring and developing a team A technical background in one of: data centres, network engineering, or systems administration Demonstrated experience with ITSM tools and their development Excellent interpersonal, verbal and written communication skills, with the ability to stay calm and decisive under pressure Strong organisational and time-management skills, with the ability to multi-task ITIL/ITSM certification or equivalent experience Server and PC hardware knowledge Current or previous certification in at least one of: RHCE or other Linux certifications; CCNA/CCNP or other networking certifications; or data centre management certifications (e.g. EPI, BICSI, Schneider Electric) — or equivalent experience Willingness to travel occasionally for events or partner meetings Nice to Have Hands-on experience deploying and maintaining server hardware Knowledge of software and hardware QA processes Genuine scope to shape and scale the service function as CUDO grows, including building out the team under you Direct exposure to enterprise-scale, customer-facing GPU cloud deployments Close collaboration with the CTO and cross-functional leaders across Product, Security and Engineering Our benefits include: 100% remote working Unlimited holiday Cycle to work scheme Tech scheme Equity options