QUALIFICATIONS:
- Demonstrates excellent verbal and written communication skills.
- Excellent organization, problem-solving, and customer relationship skills.
- Build and maintain effective relationships with colleagues, other business unites, and key stakeholders across multiple internal and external departments.
- Strong organizational skills, with the ability to identify and prioritize multiple tasks.
- Identifies potential areas of concern, including compliance, quality control, and vulnerabilities and risk.
- Provides a focus on Service Level Agreement (SLA) definition and customer satisfaction.
- Identifies and responds to the critical business drivers and those areas of business need which the current or previous operating model does not adequately support.
- Ability to review, comprehend, analyze, and adhere to Partner SOWs, understanding or project deliverables, financial alignment, and project scoping.
- Keen understanding of resource capacity planning, forecasting, and scheduling.
- Ability to negotiate mutually agreeable outcomes in complex services engagements with clients, partners, and WWT stakeholders.
- Competency in analytical problem solving, customer/partner relationships, project management, and business and sales strategy.
- Skills in developing new relationships with customers and the ability to understand client business issues and needs.
- Be an aggressive self-starter with ability to build executive relationships, create opportunities, and close business.
REQUIREMENTS:
- A minimum of 5 year progressive experience in a related field
- A Bachelor’s Degree or equivalent experience required
Want to learn more about Infrastructure Services? Check us out on our platform:
https://www.wwt.com/infrastructure-services
Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $130,000.00 to $162,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
- Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
- Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!
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Qualifications
Field Services Manager, Multi-Site
Why WWT?
Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world. Through its Advanced Technology Center, a collaborative ecosystem of the world’s most advanced hardware and software solutions, WWT helps customers and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.
With over 10,000 employees and more than 55 locations around the world, WWT’s culture, built on a set of core values and established leadership philosophies, has been recognized 13 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.
Want to work with highly motivated individuals on high-performance teams? Join WWT today!
What will you be doing?
The Multi-Site Field Services Manager executes the vision and strategy of the multi-site Services organization. They are involved from the opportunity qualification process through delivery, ensuring quality execution while achieving cost objectives. The Field Service Manager oversees and directs a team of field technicians, both employees and contractors, responsible for onsite service, installation, maintenance, and support of company products and solutions. This role ensures high levels of customer satisfaction, team productivity, and compliance with operational standards across multiple locations.
RESPONSIBILITIES:
- Execute our Multi-Site Services Vision and Strategy while driving results, leveraging WWT capabilities, and building / maintaining a strong technician delivery team and developing partner relationships.
- Lead, schedule, and motivate a multi-site team of field service technicians to achieve performance and quality targets.
- Build and maintain internal cross-functional relationships with global stakeholders involved in multi-site programs and implementations (Domestic and International).
- Develop and foster mutually beneficial, trusted relationships with selected business partners to grow and support WWTs Multi-Site line of business.
- Oversee multiple engagements and/or workstreams of large-scale programs. Establish and enforce safety, quality, and efficiency standards for all field operations. Serve as primary point of contact for escalated customer issues, ensuring timely resolution and effective communication.
- Participate in Internal and External Customer Kick-Off Calls, and onsite services execution.
- Manage a team of regional field technicians, including but not limited to resource assignment, performance management, ongoing training, and identification / hiring of additional regional resource needs
- Familiarity with the concepts of wired & wireless surveys and installations, cabling, power, and other technical components associated with infrastructure.
- Help to drive 100% compliance with WWT process and policies across our landscape of internal and partner technical resources (on-site and off-site) to also include adherence to the Cut Calendar process.
- Ensure Delivery Excellence by holding selected Multi-Site Partners accountable to all Contractual T&Cs to ensure all Partner contract deliverables are met within the timelines specified in the Statement of Work.
- Provide 360º support and contribution throughout the multi-site opportunity life cycle from inception to delivery.
- Work directly with the Engagement Team on presales opportunities to consult on Multi-Site execution in the development of customer project Statements of Work.
- Act as a point of escalation to resolve multi-site partner-related issues during the project life cycle.
- In conjunction with selected Multi-Vendor partners, drive the development of Partner Facing Multi-site Playbooks and Training.
- Support the PMO responsibilities with Internal and partner project resourcing and scheduling activities, optimization of resources, and overall calendar of activities driven by WWT.
- Ensure partner technicians cycle through WWTs Partner Vetting process and provide support for the EOMs in facilitating the process.
