Sr. Engineering Manager – Field Services

Qualifications

• A minimum of 5 years working in Engineering, IT Services, Service Delivery or related technical field as an individual contributor or part of a team

• Experience in any of the above fields in a supervisory or management role is a strong plus

• Experience leading a blended employee and contractor field workforce, including contractor performance management, is a strong plus

• Demonstrates excellent verbal and written communication skills

• Demonstrate negotiation and problem-solving skills

• Build and maintain effective relationships with colleagues, other business units, 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 expert problem management support to complex implementation issues

• 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

Preferred Qualifications

• Excels at addressing interpersonal challenges, mediating, and helping come to a collective understanding

• Able to flex between management styles to accommodate individual employee needs

• Demonstrate deep caring for people and their professional development

• Be an ambassador of our culture and model behavior that exemplifies our Core Values

• Ability to review, comprehend, analyze, and adhere to Partner SOWs, understanding of project deliverables, financial alignment, and project scoping

• Keen understanding of resource capacity planning, forecasting, and scheduling

• Comfortable managing by data: uses dashboards and a single system of record to track utilization, quality, and schedule, and acts on trends before they become misses

• 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 a self-starter with the ability to build executive relationships and identify opportunities to grow and improve field delivery

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 $150,000.00 to $200,000.00 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. 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: Health (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Flexible Spending Accounts, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Medical Leave, Military Leave, Bereavement, Day of Caring
• Additional Perks: Family Planning Benefits, Nursing Mothers Benefits, Voluntary Legal, Voluntary Supplemental Accident/Illness/Hospital, Voluntary ID Theft, Pet Insurance, Employee Discount Program

Note: This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits. For more information, see our US benefits website at wwt.com/us-benefits.

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!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.

World Wide Technology is an Equal Opportunity Employer.

If you have any questions or concerns about this posting, please email taposting@wwt.com. 

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distributions capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges. 

The Sr. Engineering Manager is a proven leader who will report to a Director in Field Services. The Sr. Engineering Manager is responsible for nurturing and supporting engineers allocated to customer projects, ensuring they have all the tools and knowledge they need to be successful in their roles. The successful candidate will have responsibility for training, guiding career growth, and ensuring the success and productivity of their direct reports. Sr. Engineering Managers foster a spirit of collaboration, effective teamwork, and an appreciation for the diversity of background and thought in their direct reports.

The focus of this role is the overall career growth and achievement of engineers rather than the direction of specific projects. They will support multiple technical teams to achieve practice and corporate goals and therefore must work cohesively with a group of other managers. The successful candidate must maintain an understanding of current Layer 1 (cabling) and leadership practices, and tools to better understand the work, expectations, and challenges their direct reports are faced with.

• Manage staffing and utilization, performance, recruiting, on/off boarding, and compensation of direct reports

• Coach direct reports on giving and receiving feedback, building interpersonal relationships, handling conflict resolution, and showing appreciation

• Partner with project and inter-departmental leadership and select partners to build relationships, understand and resolve issues that arise to support direct reports

• Perform administrative tasks as needed, such as approving hours and expenses, conducting performance reviews, and reporting synthesized practice metrics (utilization, first-time-fix, SLA attainment, rework) to leadership

• 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 industry and customer standards

• Own quality outcomes for assigned field teams and partners by enforcing standard deployment procedures, QA walkthroughs, photo and test-result evidence, and closeout standards, and by driving first time-fix, rework, and incident-trend improvement with quality and support teams

• Raise team capability by hiring to defined certification standards, tracking certification coverage, and developing technicians along the growth path from cabling through network and data center work

• 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, and keep standard deployment procedures, work instructions, and field data-capture workflows current with the execution and quality teams

• Support the PMO responsibilities with internal and partner project resourcing and scheduling activities, optimization of resources, and overall calendar of activities driven by WWT

• Manage field labor cost against budget and forecast, including contractor and third-party labor spend, and report variance drivers to leadership on a weekly cadence