Senior Manager, Field Service - Memphis, Tennessee

Dell Technologies • GA, GA

11d • $139,000 - $180,000 • Onsite

About The Position

The Senior Onsite Field Manager oversees a team of On-Site Service Engineers (OSEs) to ensure operational excellence in Data Center environments. This role is responsible for delivering high-quality field services, driving customer satisfaction, and aligning service delivery with strategic business objectives. The manager acts as the primary escalation point for critical incidents, ensures compliance with SLOs, and collaborates closely with Functional Leads to implement global best practices and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Business, Computer Science, Engineering, or related field (Master’s preferred), with 10+ years in IT infrastructure/data center operations, including 5+ years leading technical teams and large-scale service operations.
• Deep knowledge of data center infrastructure, AI server environments, diagnostics, performance optimization, automation, AI-driven support technologies, capacity planning, compliance frameworks, and sustainability initiatives.
• Proven ability to lead, mentor, and develop teams; manage vendors and SLAs; drive cross-functional collaboration; oversee budgets; and effectively navigate high-pressure operational environments.
• Ability to perform physical data center activities, work in demanding environmental conditions, participate in on-call and after-hours support, and travel up to 10% for customer engagements and global deployments.

Nice To Haves

• Dell Proven Professional (Expert), ITIL Foundation, PMP, Cisco CCNA/CCNP Data Center, CDCMP, CDCOM, DCCA/DCES, and NVIDIA Certified Associate - AI in the Data Center.

Responsibilities

• Lead and develop OSE teams through workforce planning, performance management, compliance oversight, and strategic collaboration with TCSMs and Functional Leads to ensure operational alignment, resource optimization, and high team performance.
• Drive operational excellence by managing service delivery KPIs, incident response, change control, compliance audits, capacity planning, and customer reporting to maintain SLA adherence, system availability, and continuous improvement.
• Oversee inventory and asset management by ensuring accurate parts tracking, timely returns, audit readiness, stock optimization, and high service-parts availability to support uninterrupted operations.
• Serve as the senior customer liaison for escalations, strategic reviews, and surge events, ensuring effective resource deployment, backlog reduction, proactive communication, and exceptional customer satisfaction.
• Champion innovation and continuous improvement through automation, AI-enabled diagnostics, sustainability initiatives, technology modernization, employee training, and proactive risk and crisis management.

Benefits

• Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com

What This Job Offers

• Job Type: Full-time
• Career Level: Senior