HPC/AI BU District Service Manager

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Collaborate closely with Site Team Leads to strategize, oversee, and evaluate the operational and tactical functions of technical on-site teams.

• Oversee and coordinate customer escalations as well as technical, process, or material challenges faced by field teams.

• Offer insights on process enhancements and suggest modifications that align with business strategies and tactics.

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

• Identify, document, and mitigate risks related to Service Level Agreements or customer satisfaction.

• Manage critical site and business performance metrics and KPIs to achieve operational and business objectives.

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

• Build and maintain customer relationships.

• Foster collaborative relationships with sales account teams and stakeholders.

• Frequent visits to field-team sites and customers, with travel constituting approximately 35% of the role.

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

• Directly supervise site personnel across multiple field locations, typically managing 1–6 sites and 10–25 individuals, including site leads.

• Recruit and facilitate the development of direct reports.

• Mentor and lead assigned technical staff.

• Oversee one-on-one feedback sessions, annual performance evaluations, payroll processing, time-off requests, and promotion nomination submissions.

• Anticipate headcount requirements for the current and the next 6–12 months based on site revenue and budget considerations.

• Onboard new team members regarding HPE IT, payroll, benefits, leave, and general needs.

⛳️ Requirements

• Bachelor's degree preferred or equivalent experience.

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

• Demonstrated managerial skills.

• 3–10 years of experience leading small to medium teams (3–25 people) as HPC Field Team Lead or a similar role.

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

• Openness to constructive criticism.

• Capacity to establish comprehensive relationships and communicate effectively with peers, junior staff, leaders, and clients.

• Additional training and/or a security clearance may be required based on customer needs.

🏝️ Benefits

• Comprehensive benefits that support physical, financial, and emotional well-being.

• Opportunities for personal and professional development.

• Flexible management of work and personal needs.

• An inclusive workplace environment.

• Variable incentives may also be available.

• Employee benefits information is provided for US employees.