Director of Technology Service Delivery London

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future.

About The Role

We are seeking a Director of Technology Service Delivery to lead the function that runs Nscale's corporate technology estate and the vendor ecosystem that powers it. This is a senior leadership role accountable for every piece of technology an Nscaler touches day-to-day: the laptop in their hands, the SaaS tools they log into, the identity platform that governs access, the meeting rooms they collaborate from, and the service desk they turn to when something breaks. You will own the full lifecycle of our corporate technology stack and the vendors that underpin it — end user computing, identity and access, collaboration and productivity, business applications, office connectivity, and the managed service partners that extend our team. You will carry direct responsibility for the corporate technology budget, act as Nscale's Obligation Manager for all corporate technology contracts, and set the strategy for how we scale internal technology services as the company grows. This role reports into senior leadership and will build and lead a growing team spanning IT service delivery, end user support, corporate systems, and vendor and licensing management. It requires a blend of executive presence, commercial acumen, contractual rigour, and the operational discipline to run a modern internal technology function at scale.

What You'll Do

• Define the service catalogue and experience standards that every Nscaler can expect, from onboarding day one, to daily support, to offboarding and hold the function accountable to them.
• Lead the internal IT service desk and end user support function, setting SLAs and XLAs that measure both responsiveness and the quality of the employee experience.
• Act as the most senior escalation point for executive and business-critical technology issues, personally owning major incidents affecting the wider company.
• Partner with People, Finance, Legal, and Security to ensure corporate systems support the needs of each function and scale with the business.

Vendor, Category & Obligation Management

• Support the end-to-end vendor governance function for the corporate technology portfolio across all relevant categories, including SaaS and business applications, end user hardware and peripherals, identity and security tooling, managed service providers, licensing resellers, and office connectivity and telecoms.
• Act as the senior category owner for corporate technology, setting category strategy, vendor segmentation (strategic, tactical, transactional), and consolidation, rationalisation, or diversification plans in partnership with Procurement.
• Serve as Nscale's Obligation Manager for all corporate technology contracts, maintaining a centralised register of contractual commitments, renewal dates, service credits, audit rights, data protection terms, exit rights, and regulatory obligations, and ensuring each is operationalised and discharged.
• Lead Executive Business Reviews, QBRs, and MBRs with strategic corporate technology vendors, holding them accountable for SLA and OLA performance and driving Service Improvement Plans where gaps exist.
• Own the SLA credit, rebate, and remediation process, ensuring Nscale recovers value from vendor underperformance and that lessons learned translate into improvements for employees.
• Manage vendor risk across the portfolio, including concentration risk, single points of failure, business continuity, data residency, and exit readiness.

Budget, Commercial & Licensing Ownership

• Support the corporate technology budget, with direct accountability for forecasting, tracking, and optimising spend across software, hardware, licensing, and managed services.
• Partner with Finance and FP&A to build category-level cost models, per-seat unit economics, and variance reporting that support headcount planning and cost discipline.
• Drive commercial value creation through SaaS rationalisation, licence right-sizing, and performance-linked pricing; set and report against annual savings and value-recovery targets.
• Own Nscale's software licensing position end-to-end, ensuring compliance, avoiding shelfware, and managing true-ups, renewals, and audits.
• Approve and govern significant corporate technology spend commitments, ensuring alignment with contractual obligations, approved budgets, and Nscale's operating plan.

Operational Visibility & Continuous Improvement

• Build and maintain executive-grade dashboards covering service desk performance, SaaS adoption and utilisation, vendor performance, obligation status, and budget health.
• Own root-cause analysis and remediation governance for any major technology incident, ensuring vendors deliver transparent, actionable, and time-bound remediation plans.
• Identify and drive automation, integration, and tooling investments that scale the corporate technology function as Nscale grows, including employee self-service, workflow automation, and AI-enabled support.
• Champion the adoption of XLAs alongside traditional SLAs so the function is measured on employee experience and outcomes, not just activity.

About You

Skills & Experience

• 10+ years of experience in corporate Operations and Technology, business technology, or internal service delivery, including at least 3 years in a leadership role owning a function, team, and budget.
• Proven experience running a modern corporate technology estate at scale, spanning end user computing, identity and access, collaboration and productivity, and SaaS business applications.
• Demonstrated experience managing large corporate budgets with direct cost-centre accountability, including software licensing and renewals.
• Deep experience as a category owner or category lead across corporate technology categories (SaaS, hardware, managed services, licensing).
• Demonstrated experience as an Obligation Manager or equivalent, operationalising complex commercial contracts and ensuring contractual commitments are tracked and enforced.
• Executive Presence: Track record of advising and influencing C-suite stakeholders and presenting to boards or executive committees.
• Contractual & Commercial Rigour: Expert-level experience negotiating, governing, and enforcing complex SaaS agreements, SLAs, OLAs, XLAs, and master service agreements.
• Conflict Resolution & Negotiation: Exceptional ability to hold vendors to account commercially and operationally while preserving long-term strategic partnerships.
• Data Driven: Fluent with ITSM platforms, SaaS management platforms, identity providers, MDM tooling, and contract lifecycle management systems.

Mindset & Attributes

• Strategic & Commercial: You think in terms of category strategy, portfolio risk, and unit economics — not just tickets and incidents.
• Employee Experience First: You treat every Nscaler as your customer and measure your function on the quality of the experience you deliver.
• Polished & Professional: You represent the technology function with confidence at the most senior levels, internally and externally.
• Unflappable: You lead calmly and decisively through major incidents, commercial disputes, and executive escalations.
• Accountable: You own the last mile of delivery. If a vendor, budget line, or obligation fails, you treat it as yours to resolve.
• Builder: You are energised by building functions, teams, and frameworks from the ground up in a high-growth environment.

Nice to Have

• ITIL v4 Expert certification, or equivalent governance and commercial qualifications.
• Experience embedding XLAs alongside traditional SLAs at scale.
• Background operating in high-growth technology or AI-native environments.
• Experience standing up a corporate technology or internal IT function inside a scale-up and scaling it through rapid growth.

What We Can Offer You

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

• Highly competitive package (base + equity) with reviews every 12 months.
• Join the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI.
• Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support.
• Human-First Flexibility: We treat you as humans first. Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there's anything we can do to accommodate your specific situation, please let us know.