Senior Manager, Field Service - Memphis, Tennessee

Dell
Tennessee, Georgia
Workplace: RemoteFull timeUSD 139,400 - 180,400Function: Field Service, Maintenance & Skilled TradesEducation: bachelorsSkills: ["Leadership","Cross-functional collaboration","Vendor management","Incident management","Risk management"]

Lead and develop onsite field service teams supporting data center operations, ensuring operational alignment, resource optimization, and strong performance. Drive service delivery excellence through KPI management, incident response, change control, compliance audits, and capacity planning to maintain SLA adherence and system availability. Oversee inventory and asset management, act as the primary escalation point for critical events, and promote continuous improvement via automation, AI-enabled diagnostics, and sustainability initiatives.

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FursaFursa
Dell
Dell
2 days ago

Senior Manager, Field Service - Memphis, Tennessee

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Job Summary

Lead and develop onsite field service teams supporting data center operations, ensuring operational alignment, resource optimization, and strong performance. Drive service delivery excellence through KPI management, incident response, change control, compliance audits, and capacity planning to maintain SLA adherence and system availability. Oversee inventory and asset management, act as the primary escalation point for critical events, and promote continuous improvement via automation, AI-enabled diagnostics, and sustainability initiatives.
Location: Tennessee, Georgia
Workplace: Remote
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and develop onsite field service (OSE) teams through workforce planning, performance management, compliance oversight, and alignment with functional leads.
  • •Drive operational excellence by managing service delivery KPIs, incident response, change control, compliance audits, capacity planning, and customer reporting to maintain SLA adherence.
  • •Oversee inventory and asset management, including accurate parts tracking, returns, audit readiness, stock optimization, and service-parts availability.
  • •Serve as the senior customer liaison for escalations, strategic reviews, and surge events, ensuring effective resource deployment and backlog reduction.
  • •Champion innovation and continuous improvement through automation, AI-enabled diagnostics, sustainability initiatives, technology modernization, employee training, and proactive risk/crisis management.
Travel: Low travel

Pay and Benefits

Salary: USD 139,400 - 180,400

Key Requirements

  • •Bachelor’s degree in Business, Computer Science, Engineering, or related field (Master’s preferred).
  • •10+ years in IT infrastructure/data center operations, including 5+ years leading technical teams and large-scale service operations.
  • •Deep knowledge of data center infrastructure, AI server environments, diagnostics, performance optimization, automation, AI-driven support technologies, and capacity planning.
  • •Ability to lead, mentor, and develop teams; manage vendors and SLAs; drive cross-functional collaboration; oversee budgets.
  • •Familiarity with compliance frameworks and sustainability initiatives; preferred certifications include Dell Proven Professional (Expert), ITIL Foundation, PMP, and data center certifications.
Education:Bachelor's in Business, Computer Science, Engineering, or related field
Skills:LeadershipCross-functional collaborationVendor managementIncident managementRisk management
Certifications:Dell Proven Professional (Expert)ITIL FoundationPMPCisco CCNA/CCNP Data CenterNVIDIA Certified Associate - AI in the Data Center
Tech Stack:AIAutomationCapacity planningAI-enabled diagnostics

Company Brief

Dell
Designs, manufactures and sells computers, servers, storage, networking equipment, and related IT solutions and services for consumers, small businesses, and enterprises worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Round Rock, United States
Founded: 1984
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Glassdoor: 3.8
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