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 Prospect
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.
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
Privacy and compliance
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 **** (Cth).
Our Privacy Policy outlines how we collect, use, share, and protect your personal data when you visit our website at (the "Website") and use our services.
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📌 Service Delivery Manager (New South Wales)
🏢 Future Secure AI
📍 New South Wales