HPC/AI BU District Service Manager
About The Position
The HPC/AI BU District Service Manager leads service delivery and manages site team personnel across multiple field sites. The manager works with Site Team Leads to plan and oversee operational and tactical work, coordinate customer and field-team escalations, and help ensure service-level and customer-satisfaction goals are met. The role is accountable for understanding service contracts, monitoring key performance indicators, identifying and addressing risks, and providing routine status updates to the Services Geo Lead (Director). The manager establishes customer relationships and collaborates with sales account teams and other stakeholders. Regular site visits to field teams and customers are expected, with approximately 35% travel. The role also integrates technical knowledge and business understanding to develop customer solutions. The manager directly oversees site personnel across typically 1–6 sites and 10–25 people, including site leads. Responsibilities include recruiting, coaching and developing staff, handling administrative and performance-management activities, planning headcount based on revenue and budget, and onboarding new team members. This role is designated Remote/Teleworker, primarily working from home.
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 experience as an HPC Field Team Lead or similar.
- Experience working in a dynamic environment and adaptability to change.
- Receptiveness to constructive feedback.
- Ability to build and communicate relationships with peers, junior staff, leaders, and customers.
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 the technical on-site team.
- 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 (SLAs) 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 close collaborative relationships with sales account teams and stakeholders.
- Visit field team and customer sites regularly; approximately 35% travel is expected.
- Integrate technical knowledge and business understanding to create customer solutions.
- Directly 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 assigned 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 headcount needs over a 6–12-month outlook, considering site revenue and budget.
- Onboard new team members on general needs, including HPE IT, payroll, benefits, and leave.
Benefits
- Comprehensive benefits intended to support physical, financial, and emotional wellbeing.
- Programs and resources for 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
