HPC/AI BU District Service Manager
About The Position
The HPC/AI BU District Service Manager oversees service delivery and technical field teams across multiple customer sites. The role works with Site Team Leads to plan, direct, and monitor operational and tactical activities; manage customer and field-team escalations; and identify and address risks to service-level agreements and customer satisfaction. The manager tracks site and business performance against key metrics, understands applicable service contracts, recommends process improvements, and provides routine updates to the Services Geo Lead (Director). The position establishes relationships with customers, sales account teams, and other stakeholders, and integrates technical knowledge with business understanding to develop customer solutions. It directly manages site personnel across typically 1–6 field sites and 10–25 people, including site leads. Responsibilities include hiring, staff development, coaching, performance reviews, payroll and time-off administration, promotion nominations, workforce planning, and onboarding. Regular site visits and customer visits are expected, with approximately 35% travel. The position is designated Remote/Teleworker, with work primarily from home.
Requirements
- Five to ten years of related customer-support experience in a technical environment, with demonstrated managerial abilities.
- Three to ten years of small- to medium-sized team leadership experience (3–25 people) as an HPC Field Team Lead or in a similar role.
- Ability to adapt to a dynamic environment, respond to change, and receive constructive feedback.
- Relationship-building and communication skills with peers, junior staff, leaders, and customers.
Nice To Haves
- Bachelor’s degree or equivalent experience.
- Additional training and/or a security clearance, depending on the customer.
Responsibilities
- Work with Site Team Leads to plan, direct, and monitor technical on-site teams’ operational and tactical activities.
- Manage and coordinate customer escalations and technical, process, or materials issues raised by field teams.
- Provide guidance on process improvements and recommend changes aligned with business tactics and strategy.
- Develop a thorough understanding of service contracts and their terms and conditions.
- Identify, report, and address risks to service-level agreements and customer satisfaction.
- Manage core site and business metrics and key performance indicators to meet business and operational targets.
- 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, with approximately 35% travel.
- 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; provide coaching and leadership to technical personnel.
- Manage staff administration, 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 horizon, considering site revenue and budget.
- Onboard new team members on general needs such as HPE IT, payroll, benefits, and leave.
Benefits
- Comprehensive benefits supporting physical, financial, and emotional wellbeing.
- Programs supporting personal and professional development and career goals.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
