About This Role
This role involves managing service delivery for the High-Performance Computing and Artificial Intelligence business unit, overseeing technical on-site teams, and ensuring customer satisfaction. It suits a service manager with strong leadership skills and experience in a technical customer support environment.
Responsibilities
- 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
- Be 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)
- Provide routine status updates to Services Geo Lead (Director)
- 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
- 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.)
Requirements
- 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
Benefits
- Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
