HPC/AI 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 plan, direct, and oversee the operational and tactical activities of technical on-site teams.

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

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

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

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

• Manage essential site and business metrics alongside Key Performance Indicators.

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

• Build and maintain customer relationships.

• Foster collaborative relationships with sales account teams and stakeholders.

• Conduct regular visits to field team and customer locations, involving approximately 35% travel.

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

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

• Recruit and aid in the development of direct staff members.

• Mentor and lead assigned technical staff.

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

• Forecast the necessary headcount based on site revenue and budget considerations.

• Onboard new team members on HPE IT, payroll, benefits, leave, and general requirements.

⛳️ Requirements

• Bachelor's degree is preferred or equivalent experience.

• Five to ten years of relevant experience in customer support within a technical environment, demonstrating proven managerial capabilities.

• 3-10 years of experience leading small to medium-sized teams (3-25 individuals) as an HPC Field Team Lead or in a similar role.

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

• Openness to constructive feedback.

• Strong 360-degree relationship and communication skills with peers, junior staff, leaders, and customers.

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

🏝️ Benefits

• Comprehensive benefits supporting physical, financial, and emotional wellbeing.

• Personal and professional development programs.

• Flexible management of work and personal needs.

• Reasonable accommodations provided during the application or interview process for individuals with disabilities.