Senior Manager, Field Service - Memphis, Tennessee

• Lead and develop OSE teams through workforce planning, performance management, compliance oversight, and strategic collaboration with TCSMs and Functional Leads to ensure operational alignment, resource optimization, and high team performance.
• Drive operational excellence by managing service delivery KPIs, incident response, change control, compliance audits, capacity planning, and customer reporting to maintain SLA adherence, system availability, and continuous improvement.
• Oversee inventory and asset management by ensuring accurate parts tracking, timely returns, audit readiness, stock optimization, and high service-parts availability to support uninterrupted operations.
• Serve as the senior customer liaison for escalations, strategic reviews, and surge events, ensuring effective resource deployment, backlog reduction, proactive communication, and exceptional customer satisfaction.
• Champion innovation and continuous improvement through automation, AI-enabled diagnostics, sustainability initiatives, technology modernization, employee training, and proactive risk and crisis management.

• Education & Experience: Bachelor’s degree in Business, Computer Science, Engineering, or related field (Master’s preferred), with 10+ years in IT infrastructure/data center operations, including 5+ years leading technical teams and large-scale service operations.
• Technical Expertise: Deep knowledge of data center infrastructure, AI server environments, diagnostics, performance optimization, automation, AI-driven support technologies, capacity planning, compliance frameworks, and sustainability initiatives.
• Leadership & Business Acumen: Proven ability to lead, mentor, and develop teams; manage vendors and SLAs; drive cross-functional collaboration; oversee budgets; and effectively navigate high-pressure operational environments.
• Preferred Certifications: Dell Proven Professional (Expert), ITIL Foundation, PMP, Cisco CCNA/CCNP Data Center, CDCMP, CDCOM, DCCA/DCES, and NVIDIA Certified Associate - AI in the Data Center.
• Work Environment & Travel: Ability to perform physical data center activities, work in demanding environmental conditions, participate in on-call and after-hours support, and travel up to 10% for customer engagements and global deployments.

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $139,000 - 180,000.

Benefits and Perks of working at Dell Technologies

Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com

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