District Service Manager – HPC/AI

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee, guide, and monitor the operational and tactical functions of technical on-site teams.

• Handle and coordinate customer escalations as well as any technical, process, or materials-related issues.

• Offer insights on process enhancements and suggest strategic modifications.

• Comprehend service contracts along with their relevant terms and conditions.

• Identify, document, and mitigate risks to service level agreements (SLAs) or customer satisfaction.

• Manage site and business metrics and key performance indicators (KPIs) to achieve operational and business goals.

• Provide regular status reports to the Services Geo Lead (Director).

• Build and maintain strong customer relationships.

• Collaborate with sales account teams and various stakeholders.

• Conduct regular visits to field-team sites and customer locations.

• Combine technical expertise with business acumen to develop customer solutions.

• Directly oversee site-team personnel across multiple field locations, typically ranging from 1 to 6 sites and 10 to 25 individuals.

• Recruit and facilitate the development of direct reports.

• Mentor and lead assigned technical staff.

• Manage individual feedback sessions, performance evaluations, payroll, time-off approvals, and promotion nomination packages.

• Anticipate necessary headcount for current and upcoming 6 to 12 months based on site revenue and budget considerations.

• Facilitate the onboarding of new team members on HPE IT, payroll, benefits, leave, and associated processes.

⛳️ Requirements

• Bachelor's degree is preferred or equivalent professional experience.

• Five to ten years of relevant experience in customer support within a technical setting.

• Demonstrated managerial skills.

• 3 to 10 years of experience leading small to medium teams (3 to 25 individuals) in roles such as HPC Field Team Lead or similar.

• Experience in a fast-paced environment and ability to adapt to change.

• Openness to constructive criticism.

• Capability to foster 360-degree relationships and effectively communicate with peers, junior staff, leaders, and customers.

• Approximately 35% travel required.

• Ability to work remotely or telecommute.

🏝️ Benefits

• Comprehensive benefits package that supports physical, financial, and emotional wellbeing.

• Opportunities for personal and professional development.

• Flexible work arrangements to balance work and personal commitments.

• Health and wellness benefits.

• Employee benefits information available through HPE Rewards.