[Hiring] HPC Service Delivery Manager @General Dynamics Information Technology

Role Description

HPC (High-Performance Computing) Service Delivery Manager: Technical operations leader who oversees the end-to-end delivery, reliability, and optimization of large-scale computing clusters, storage systems, and specialized software stacks.

• Infrastructure Operations Oversight: Monitor daily performance, track system bottlenecks, and manage compute clusters, job schedulers, and parallel file systems.
• SLA & Vendor Management: Ensure service level agreements (SLAs), uptime commitments, and vendor contracts are consistently met.
• Compliance & Security: Maintain data privacy, regulatory standards, and internal security policies across high-performance environments.
• SLA & KPI Management: Track and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to make sure client expectations are consistently met or exceeded.
• Client Relationship: Serve as the primary point of contact for client communication, escalations, service reviews, and feedback.
• Incident & Problem Resolution: Coordinate responses to major operational issues, manage root-cause analysis, and minimize system or service downtime.
• Cross-Functional Coordination: Work alongside engineering, support desks, and operations teams to align service delivery with contract-related requirements.
• Continuous Improvement: Use frameworks like ITIL (Information Technology Infrastructure Library) to streamline processes and upgrade service quality.
• Technical Writing and Technical Report Review: Use technical expertise and writing skills to review and develop required contract deliverable documentation.
• People Management Responsibilities of Assigned Personnel:
  • Performance Management: Monitor daily and long-term performance, conduct regular evaluations, and provide constructive feedback.
  • Employee Development: Support career growth by offering mentorship, training opportunities, and skill-building challenges.
  • Engagement and Motivation: Build trust, recognize achievements, celebrate wins, and prioritize employee well-being to reduce burnout and turnover.
  • Conflict Resolution: Address interpersonal or team-level disagreements early through objective, empathetic mediation.
  • Communication and Collaboration: Maintain open, two-way communication channels through regular one-on-ones and team updates.
  • Empowerment and Delegation: Delegate meaningful responsibilities to encourage team ownership and avoid micromanagement.
  • Diversity and Inclusion: Foster a respectful, equitable environment that honors diverse perspectives and cultural backgrounds.

Qualifications

• A Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Engineering.
• Typically, 10+ years of deep technical background in Linux systems administration, cluster orchestration, or cloud-based HPC platforms.
• Experience in IT service management, technical operations, or project management.
• Popular credentials include ITIL 4 Foundation, PMP (Project Management Professional), or Six Sigma.
• Strong communication, conflict resolution, vendor management, excellent technical writing skills, and analytical problem-solving.

Requirements

• Generally requires 7 to 15 years of IT infrastructure or technical service delivery experience, with direct exposure to HPC environments, parallel computing, or AI/GPU clusters.
• A Bachelor's or Master’s degree in Computer Science, Engineering, or a related scientific discipline.
• Familiarity with IT service management (ITSM/ITIL) principles and cluster management tools.

Benefits

• Variety of medical plan options, some with Health Savings Accounts.
• Dental plan options and a vision plan.
• 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• Full flex work weeks where possible.
• Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
• 15 days of paid leave per calendar year for vacations, personal business, and illness.
• 10 paid holidays per year, prorated based on the employee’s date of hire.
• Paid Family Leave program provides up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.