Radiant - UK - Global - Construction & Infrastructure
Radiant is building AI native cloud infrastructure for the most demanding compute workloads.
Our 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.
As Radiant expands across multiple sites, regions and customer environments, we are building the operating model, processes and tooling needed to deliver consistently at scale.
The 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.
You 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.
This is a hands-on role for someone who can build structure from the ground up and make processes easier to follow, automate and audit.
Define one consistent approach to:
Incident Management
Major Incident Management
Change Management
Problem Management
Request Management
Establish clear roles, escalation paths, customer communications and post-incident reviews.
Define the service management onboarding process for new customers, including:
Runbooks
Escalation matrices
Contacts
Service readiness checks
Go-live requirements
Create standard operating procedures and runbooks for:
Data Centre Operations
Infrastructure Operations and SRE
Hardware installation and deployment
Fault handling and troubleshooting
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