Dell

Senior Manager, Field Service - Memphis, Tennessee

Dell$139K — $180K *
US-AnywhereRemote in Nashville, TN
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Computer Science, Engineering, or related field (Master's preferred)
  • 10+ years in IT infrastructure/data center operations
  • 5+ years leading technical teams and large-scale service operations
  • In-depth knowledge of data center infrastructure and AI environments
  • Proven ability to lead cross-functional teams and manage high-pressure environments
  • Preferred certifications include Dell Proven Professional (Expert), ITIL Foundation, PMP, Cisco CCNA/CCNP Data Center.

Responsibilities

  • Lead and develop On-Site Service Engineer teams to enhance operational performance.
  • Drive operational excellence through management of service delivery KPIs and compliance audits.
  • Oversee inventory and asset management for accurate tracking and service availability.
  • Serve as the senior customer liaison for critical escalations and strategic reviews.
  • Champion continuous improvement initiatives with a focus on innovation and sustainability.

Benefits

  • Access to comprehensive health and wellness programs
  • Opportunities for professional development and training
  • Flexible work arrangements and a supportive environment
  • Employee recognition programs and performance bonuses
  • Employee access to Dell's technology and product discounts.
Full Job Description
Job Description

Senior Onsite Field Manager - Data Center

The Senior Onsite Field Manager oversees a team of On-Site Service Engineers (OSEs) to ensure operational excellence in Data Center environments. This role is responsible for delivering high-quality field services, driving customer satisfaction, and aligning service delivery with strategic business objectives. The manager acts as the primary escalation point for critical incidents, ensures compliance with SLOs, and collaborates closely with Functional Leads to implement global best practices and continuous improvement initiatives.

Responsibilities

What you will achieve:

  • 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.


Qualifications

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:

Essential Requirements

  • 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

About Dell

EMC2 provides critical engineering services for municipal and commercial setors. They delivers geotechnical engineering related to soil behavior and soil properties, as well as recommendations of design parameters and design of structures considering soil-structure interaction. Their services include geotechnical analysis and design, field exploration, testing and construction observation services.

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Learn more about Dell
Size
133,000 employees
Market Cap
$28.2 billion
Industry
Net Income
$3.2 billion
Founded
2012
5 Year Trend
+10.2%
Revenue
$94.2 billion
NASDAQ

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