Principal Services Program Manager

NVIDIA•Santa Clara, CA

1d•Hybrid

About The Position

NVIDIA has been transforming computer graphics, PC gaming, and accelerated computing for more than 25 years. It’s a unique legacy of innovation that’s fueled by great technology—and amazing people. Today, we’re tapping into the unlimited potential of AI to define the next era of computing. An era in which our GPU acts as the brains of computers, robots, and self-driving cars that can understand the world. Doing what’s never been done before takes vision, innovation, and the world’s best talent. As an NVIDIAN, you’ll be immersed in a diverse, supportive environment where everyone is inspired to do their best work. Come join the team and see how you can make a lasting impact on the world. We are seeking a Senior Service Technical Program Manager to join our Service Operations team within the NPI, Planning, and Service Logistics group. This organization is responsible for supporting new product introduction (NPI) readiness, as well as the planning and execution of our supply chain to ensure timely delivery of production materials to customers. These efforts support warranty and advanced service offerings, delivered in the most efficient manner and aligned with agreed-upon customer service levels. As our global hyperscale and enterprise service business continues to grow rapidly, this is an exceptional time to join our team as we continue our journey to enable and scale the global AI infrastructure.

Requirements

Bachelor’s degree (BS) or equivalent experience in Electrical Engineering, Mechanical Engineering, or Network Engineering.
Proven ability to thrive and adapt in a fast-paced AI product environment.
15+ years of experience in Global Services, supporting hyperscale, cloud, enterprise services, network infrastructure, and planning and logistics operations.
Prior experience developing, deploying, and supporting global enterprise service programs, including hardware, software, deployments, and maintenance operations.
Proven experience performing financial analysis, including forward-costing models, return on investment analysis, and overhead cost allocation.
Demonstrated use of AI-enabled tooling in day-to-day work, along with experience using customer case management systems (e.g., Salesforce / SFDC).

Nice To Haves

Extensive experience deploying networking products in production environments is a plus.
Experience working with global, cross-functional teams spanning Services, Sales, Hyperscale / Cloud / Enterprise Product Support, and Engineering, to define priorities and operational processes that meet business targets and customer requirements.
Demonstrated flexibility and adaptability, with the ability to adjust to changing requirements, schedules, and priorities in a dynamic environment.
Ability to socialize ideas, make well-reasoned recommendations, and build cross-functional consensus to move initiatives forward.
Proven track record to communicate effectively, both verbally and in writing, with technical and non-technical audiences at all levels of the organization.
Solid statistical foundation, including experience with modeling and forecasting failure rates, service metrics, and customer behavior trends.

Responsibilities

Lead the end-to-end lifecycle of complex AI infrastructure programs, from initial hardware and software requirements definition through global deployment in hyperscale environments.
Partner with Product Engineering and Architecture teams to define and validate Field Serviceability specifications, ensuring products are supportable at scale.
Drive Design for Serviceability (DfS) initiatives and track Cost of Quality (CoQ) across the full product lifecycle.
Ensure New Product Introduction (NPI) readiness, including: repair readiness, forward Stocking Location (FSL) readiness, spares strategy and logistics readiness
Collaborate cross-functionally with Service Operations, Product Engineering, Sales Support, and Enterprise Support teams to define the operational support model required to enable new service business offerings across the customer portfolio.
Operate in a global capacity, partnering with and enabling regional operations teams through training, documentation, and readiness execution.
Support day-to-day warranty execution, spares replenishment, and authorized replacements.
On occasion, visit hyperscale customers to evaluate the effectiveness of FRU/CRU actions and service engagements, and to capture customer feedback and lessons learned.