HPC/AI BU District Service Manager

Job requirements:

• Service delivery • Work closely with the Site Team Leads to plan, direct, and monitor operational/tactical activities of technical on-site team.
• Manage / coordinate customer escalations, and escalations of technical, process, or materials issues encountered by field team
• Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.
• Responsible for the full understanding of the service contract and associated terms and conditions.
• Proactively identify, report on, and close risks to Service Level Agreement (SLA) or customer satisfaction
• Meet business and operational targets by managing core site and business metrics - Key Performance Indicators (KPIs)
• Routine status updates to Services Geo Lead (Director)

• Inter-team relations • Establish and manage relationships with customers.
• Establish and maintain close collaborative relationship with the sales account team and stakeholders.
• Regularly visit sites to field teams and customers (approximately 35% travel)
• Integrate technical knowledge and business understanding to create solutions for customers.

• Team management • Direct manager of site team personnel across multiple field sites (typically 1-6 sites, 10-25 people including site leads)
• Recruit and support development of direct staff members.
• Provide coaching and leadership to assigned technical staff.
• Manage administrative activities such as one-on-one feedback, annual performance reviews, payroll, approving of time off, promotion nomination packages, etc.
• Proactively gauge current and 6-12-month outlook of required head count, considering site revenue and budget
• On-board new team members general needs (e.g. HPE IT, payroll, benefits, leave, etc.)

Preferred work and education experience:

• Bachelor's degree preferred or equivalent experience.
• Five to ten years of related experience in customer support in a technical environment with proven managerial abilities.
• 3-10 years of small to medium team (3-25 people) team lead experience as HPC Field Team Lead or similar
• Experience in a dynamic environment / adaptable to change / receptive to constructive feedback
• 360-degree relationship and communication to peers, junior staff, leaders, and customers
• Additional training and/or a security clearance depending on customer

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here .

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.