Job description

Job Type: Full-time | Location: Prince George | Department: Operations | Reporting to: Technical Operations Manager | Work Location Type: #onsite

The HPC Vendor Service Manager is responsible for overseeing all Original Equipment Manufacturer (OEM) and third-party vendor activities associated with the maintenance, repair, replacement, and support of High-Performance Computing (HPC) infrastructure within a mission-critical data center environment.

This role serves as the primary interface between the data center operations team and hardware vendors, ensuring timely execution of break-fix activities, warranty repairs, RMA management, parts logistics, and technical escalations. The HPC Vendor Service Manager is accountable for vendor performance, service-level compliance, operational coordination, and maintaining the highest levels of system availability across HPC clusters and supporting infrastructure.

The position works closely with Technical Operations, Technology, Asset Management, Logistics, Security, and Customer teams to ensure vendor activities are executed safely, efficiently, and in accordance with site operational standards.

Job requirements

Education

• Degree, diploma, or equivalent experience in Information Technology, Computer Engineering, Electronics, Data Center Operations, or related discipline.

Experience

• 3+ years of experience in data center operations, hardware support, vendor management, or mission-critical infrastructure environments.
• Experience supporting HPC, cloud, enterprise server, or large-scale compute environments.
• Experience managing OEM service providers and third-party contractors.
• Experience with warranty programs, hardware lifecycle management, and RMA processes

Job responsibilities

Vendor Management & Oversight
• Act as the primary point of contact for all OEM and third-party service providers supporting HPC infrastructure.
• Manage daily activities of vendor technicians performing maintenance, diagnostics, hardware replacements, and warranty repairs.
• Ensure all vendor personnel comply with site safety, security, and operational requirements.
• Coordinate vendor access, scheduling, and work execution activities.
• Develop and maintain strong relationships with vendor account teams and field service organizations.
• Conduct regular vendor performance reviews and service-level assessments.

Repair & Break-Fix Coordination
• Oversee all hardware repair activities affecting HPC servers, storage systems, networking equipment, and supporting technologies.
• Prioritize repair activities based on operational risk and customer impact.
• Coordinate maintenance windows and repair schedules with operations teams.
• Ensure timely resolution of hardware failures and service interruptions.
• Monitor repair progress and escalate delays as required.
• Verify quality of completed repairs and restoration of service.

RMA Management
• Manage the complete Return Material Authorization (RMA) lifecycle.
• Coordinate diagnosis, part replacement, return shipments, and warranty claims.
• Track all RMAs from initiation through closure.
• Maintain visibility of open cases, parts status, and expected delivery timelines.
• Escalate delayed shipments, parts shortages, or vendor response issues.
• Ensure accurate documentation of all hardware replacements and warranty transactions.

Parts & Logistics Management
• Oversee inventory of critical spare parts and replacement components.
• Coordinate inbound and outbound shipments with logistics providers and vendors.
• Monitor spare parts consumption and recommend inventory adjustments.
• Ensure proper handling, storage, and tracking of replacement hardware.

Vendor Performance Management
• Establish and monitor key vendor performance indicators.
• Track response times, repair times, first-time fix rates, and SLA compliance.
• Identify recurring vendor performance issues and drive corrective actions.
• Facilitate quarterly business reviews with key vendors.
• Maintain vendor scorecards and performance reports.

Asset & Configuration Management
• Ensure accurate asset tracking and configuration records.
• Verify serial number changes and hardware replacement documentation.
• Support asset lifecycle planning and refresh programs.
• Maintain records of installed hardware and warranty status.

Escalation & Incident Support
• Serve as the primary escalation point for vendor-related operational issues.
• Coordinate OEM support during critical incidents and major outages.
• Facilitate rapid mobilization of vendor resources during emergencies.
• Support root cause analysis and corrective action development following hardware failures.

Compliance, Safety & Security
• Ensure vendor compliance with:
o Site safety requirements
o Security policies
o Access control procedures
o Permit-to-work processes
o Lockout/Tagout requirements
o Change management processes
• Participate in vendor safety audits and operational reviews.
• Ensure all work is performed in accordance with established operational standards.

Job benefits

At IREN, we offer a comprehensive Total Rewards package designed to support your health, well-being, and long-term success. Our Canada package for salary paid positions includes:

Compensation

• The expected base salary for this role starts at $100-140K annually CAD.
• Actual compensation will be determined based on factors such as experience, qualifications, and market data for the region.
• Total Compensation package may be inclusive of annual incentive bonus, and equity (long-term incentive)
• Relocation assistance (as appliable and based on successful candidate circumstances)

Health & Wellness

• Medical, dental, and vision insurance coverage - 100% company paid for employees and dependents
• Company-paid life and disability insurance
• Voluntary life and critical illness coverage available
• Employee Assistance Program and virtual health care platform

Financial Well-Being

• RRSP with company match
• Voluntary TFSA

Time Off & Flexibility

• 3 weeks annually for vacation and paid holidays

Growth & Development

• Opportunities for advancement and internal mobility
• Training and personal development opportunities

Lifestyle & Culture

• Company events and team-building activities