HPC/AI BU District Service Manager
About The Position
The HPC/AI BU District Service Manager leads service delivery and manages technical on-site teams across multiple field sites, typically 1–6 sites and 10–25 people including site leads. The role works with Site Team Leads to plan, direct, and monitor operational and tactical activities; manages customer and field-team escalations; and supports process improvements aligned with business tactics and strategy. The manager is responsible for understanding service contracts and their terms, identifying and resolving risks to service-level agreements and customer satisfaction, and meeting business and operational targets through core site and business metrics. The role provides routine status updates to the Services Geo Lead (Director). The manager establishes customer relationships and collaborates with sales account teams and other stakeholders. The role integrates technical knowledge with business understanding to develop customer solutions and includes regular visits to field teams and customers, with approximately 35% travel. People-management responsibilities include recruiting and developing staff, coaching and leading technical employees, and handling administrative activities such as one-on-one feedback, annual performance reviews, payroll, time-off approvals, and promotion nomination packages. The manager anticipates head-count needs over the current and 6–12-month outlook, considering site revenue and budget, and onboards team members on general needs such as IT, payroll, benefits, and leave. This position is designated Remote/Teleworker, with work primarily performed from home. A bachelor’s degree is preferred, or equivalent experience. The posting describes 5–10 years of related technical customer-support experience with demonstrated managerial abilities, and 3–10 years of small-to-medium team leadership experience in an HPC field team lead or similar role.
Requirements
- 5–10 years of related experience in customer support in a technical environment, with proven managerial abilities.
- 3–10 years of small-to-medium team leadership experience (3–25 people) as an HPC Field Team Lead or in a similar role.
- Adaptability to a dynamic environment and receptiveness to constructive feedback.
- Ability to build relationships and communicate with peers, junior staff, leaders, and customers.
- Additional training and/or a security clearance may be required depending on the customer.
Nice To Haves
- Bachelor’s degree, or equivalent experience.
Responsibilities
- Work with Site Team Leads to plan, direct, and monitor operational and tactical activities of technical on-site teams.
- Manage and coordinate customer escalations and technical, process, or materials issues encountered by field teams.
- Guide process improvements and recommend changes aligned with business tactics and strategy for the area of responsibility.
- Understand service contracts and their associated terms and conditions.
- Identify, report, and close risks to service-level agreements and customer satisfaction.
- Meet business and operational targets by managing core site and business metrics, including KPIs.
- Provide routine status updates to the Services Geo Lead (Director).
- Establish and manage customer relationships; maintain collaborative relationships with sales account teams and stakeholders.
- Visit field-team and customer sites regularly, approximately 35% of the time.
- Integrate technical knowledge and business understanding to create customer solutions.
- Directly manage site personnel across multiple field sites, typically 1–6 sites and 10–25 people including site leads.
- Recruit staff and support their development; coach and lead assigned technical staff.
- Manage one-on-one feedback, annual performance reviews, payroll, time-off approvals, and promotion nomination packages.
- Forecast current and 6–12-month head-count needs in consideration of site revenue and budget.
- Onboard new team members on general needs such as HPE IT, payroll, benefits, and leave.
Benefits
- Comprehensive benefits intended to support physical, financial, and emotional wellbeing.
- Programs supporting career and professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
