HPC/AI BU District Service Manager

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
• Investment in career development with specific programs to help reach career goals

Important Details

• Work format: Remote/Teleworker
• Application deadline: November 30 2026

About the Company

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. They help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, to turn insights into outcomes.