Director – US & Canada Enterprise and Data Center Field Services

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee the US&C Enterprise & Data Center Field Services organization.

• Guarantee operational performance, financial results, customer satisfaction, and excellence in delivery across enterprise infrastructure, data centers, networking, servers, storage, and advanced field engineering services.

• Drive commitments related to operational, contractual, client satisfaction, and service levels.

• Manage the resolution of critical customer issues, operational challenges, and business escalations.

• Oversee productivity, labor utilization, profitability, cost efficiency, workforce effectiveness, and service outcomes while adhering to budget constraints.

• Lead a geographically dispersed team of employees and subcontractors, ensuring proper staffing and resource allocation.

• Create technical workforce strategies to meet future business needs and adapt to emerging technologies, including AI infrastructure.

• Foster leadership development, succession planning, and employee engagement.

• Build executive-level relationships with strategic customers and act as the executive sponsor for key accounts and major escalations.

• Assist Sales and Client Management with growth initiatives, solution development, and operational readiness planning.

• Utilize operational metrics, dashboards, and analytics to drive accountability and enhance performance.

• Lead initiatives for continuous improvement focusing on productivity, quality, customer experience, and operational efficiency.

• Provide executive-level reporting on regional performance, risks, opportunities, trends, and strategic priorities.

⛳️ Requirements

• Bachelor’s degree or equivalent experience is required.

• Over 12 years of experience in leading field services, managed services, infrastructure support, data center operations, or enterprise technology operations.

• More than 7 years of progressive leadership experience managing large, geographically dispersed service delivery teams.

• Proven track record of accountability for operational financial performance, workforce management, and customer satisfaction.

• Experience in managing a combination of employee and subcontractor delivery models.

• Demonstrated history of supporting strategic enterprise accounts and maintaining executive customer relationships.

• Proven experience in enterprise infrastructure support operations, including one or more areas: Data Center Operations, Server & Storage Support, Enterprise Infrastructure Services, Network Infrastructure Support, Critical Facility Technologies, Advanced Field Engineering Services.

• Candidate must be eligible for any necessary U.S. Government authorizations for access to export-controlled commodities and technology.

🏝️ Benefits

• Commitment to equal opportunity employment.

• Support for reasonable accommodations for U.S. job seekers.

• Access to Global Recruiting assistance for applicants requiring accommodation.