HPC/AI BU District Service Manager

Hewlett Packard Enterprise•Denver, CO

1d•$115,000 - $251,000•Remote

About The Position

The HPC/AI BU District Service Manager leads service delivery and manages site team personnel across multiple field sites, typically 1–6 sites and 10–25 people including site leads. The role works closely with Site Team Leads to plan, direct, and monitor the technical on-site team’s operational and tactical activities, and manages customer escalations and technical, process, or materials issues. The manager is responsible for understanding service contracts and their terms, meeting business and operational targets, and proactively addressing risks to service-level agreements and customer satisfaction. The position builds relationships with customers, sales account teams, and other stakeholders, and integrates technical knowledge with business understanding to develop customer solutions. Regular site visits are expected, with approximately 35% travel. The manager recruits, develops, coaches, and leads technical staff; handles administrative activities such as performance reviews, payroll, and time-off approvals; and plans staffing needs based on site revenue and budget. This role is designated Remote/Teleworker, with work primarily from home. Hewlett Packard Enterprise describes its benefits as supporting employees’ physical, financial, and emotional wellbeing and offers career development programs. The stated U.S. base salary range is $115,000–$218,000 in Colorado or $124,000–$251,000 in California; variable incentives may also be offered. Actual compensation may vary based on location, experience, education, training, and skills.

Requirements

Five to ten years of related experience in customer support in a technical environment, with proven managerial abilities.
Three to ten years of small- to medium-sized team leadership experience (3–25 people), such as an HPC Field Team Lead or similar role.
Experience in a dynamic environment and adaptability to change and constructive feedback.
Ability to build relationships and communicate with peers, junior staff, leaders, and customers.

Nice To Haves

Bachelor’s degree or equivalent experience preferred.

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.
Recommend process improvements and changes aligned with business tactics and strategy.
Understand service contracts and associated terms and conditions.
Identify, report, and close risks to service-level agreements or customer satisfaction.
Meet business and operational targets by managing site and business 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.
Manage site team personnel across multiple field sites, typically 1–6 sites and 10–25 people including site leads.
Recruit staff and support their development; provide coaching and leadership to technical staff.
Manage administrative activities including one-on-one feedback, annual performance reviews, payroll, time-off approvals, and promotion nomination packages.
Assess current and projected staffing needs over a 6–12-month period, considering site revenue and budget.
Onboard new team members on general needs such as HPE IT, payroll, benefits, and leave.