What success looks like in this role: This position is one of two senior field engineering leadership roles in the region. The Director leads the US & Canada (US&C) Enterprise & Data Center Field Services organization, with accountability for operational performance, financial results, customer satisfaction, and delivery excellence across enterprise infrastructure, data center, networking, server, storage, and advanced field engineering services.
The role ensures consistent, high-quality service delivery while building technical capabilities that support evolving client demands - including AI infrastructure and emerging technologies. It requires close collaboration with Global Field Services leadership, Sales, Client Management, Workforce Management, Vendor Management, and Operations to fulfill contractual commitments, drive profitability, and support strategic growth.
Service Delivery Leadership
- Direct US&C Enterprise & Data Center Field Services operations, ensuring delivery excellence across enterprise infrastructure, data center, networking, server, storage, and advanced field engineering.
- Drive attainment of operational, contractual, client satisfaction, and service level commitments.
- Lead resolution of critical customer, operational, and business escalations.
Financial & Operational Performance- Own regional operational performance, including productivity, labor utilization, and profitability.
- Partner with Finance and Operations to manage performance through regular operational reviews and financial metrics.
- Identify opportunities to improve cost efficiency, workforce effectiveness, and service outcomes - all within budget.
Workforce Leadership & Capability Development- Lead a geographically dispersed workforce of employees and subcontractors, partnering with internal support teams to ensure appropriate staffing and resource allocation.
- Develop technical workforce strategies aligned to future business demands in enterprise infrastructure, data center support, and emerging technologies.
- Drive leadership development, succession planning, and employee engagement across the region.
Customer & Business Growth- Establish and maintain executive-level relationships with strategic customers, serving as an executive sponsor for key accounts and major escalations.
- Support Sales and Client Management in growth initiatives, solution development, and operational readiness planning.
- Ensure regional capabilities align with customer requirements and market opportunities.
Data, Analytics & Continuous Improvement- Use operational metrics, dashboards, and analytics to drive accountability and identify performance improvement opportunities.
- Lead continuous improvement initiatives focused on productivity, quality, customer experience, and operational efficiency.
- Provide executive reporting on regional performance, risks, opportunities, trends, and strategic priorities.
You will be successful in this role if you have:Education- Bachelor's degree or equivalent experience required.
- Master's degree preferred.
Experience- 12+ years leading field services, managed services, infrastructure support, data center operations, or enterprise technology operations.
- 7+ years of progressive leadership managing large, geographically dispersed service delivery organizations.
- Proven accountability for operational financial performance, workforce management, and customer satisfaction.
- Experience managing mixed employee and subcontractor delivery models.
- Track record supporting strategic enterprise accounts and executive customer relationships.
Domain ExpertiseDemonstrated experience in enterprise infrastructure support operations, including one or more of the following:
- Data Center Operations
- Server & Storage Support
- Enterprise Infrastructure Services
- Network Infrastructure Support
- Critical Facility Technologies
- Advanced Field Engineering Services
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
