Principal Services Program Manager

What you'll be doing:

- Lead the end-to-end lifecycle of complex AI infrastructure programs, from initial hardware and software requirements definition through global deployment in hyperscale environments. - Partner with Product Engineering and Architecture teams to define and validate Field Serviceability specifications, ensuring products are supportable at scale. - Drive Design for Serviceability (DfS) initiatives and track Cost of Quality (CoQ) across the full product lifecycle. - Ensure New Product Introduction (NPI) readiness, including: repair readiness, forward Stocking Location (FSL) readiness, spares strategy and logistics readiness - Collaborate cross-functionally with Service Operations, Product Engineering, Sales Support, and Enterprise Support teams to define the operational support model required to enable new service business offerings across the customer portfolio. - Operate in a global capacity, partnering with and enabling regional operations teams through training, documentation, and readiness execution. Support day-to-day warranty execution, spares replenishment, and authorized replacements. - On occasion, visit hyperscale customers to evaluate the effectiveness of FRU/CRU actions and service engagements, and to capture customer feedback and lessons learned.

What we need to see:

- Bachelor’s degree (BS) or equivalent experience in Electrical Engineering, Mechanical Engineering, or Network Engineering. - Proven ability to thrive and adapt in a fast-paced AI product environment. - 15+ years of experience in Global Services, supporting hyperscale, cloud, enterprise services, network infrastructure, and planning and logistics operations. - Extensive experience deploying networking products in production environments is a plus. - Prior experience developing, deploying, and supporting global enterprise service programs, including hardware, software, deployments, and maintenance operations. - Proven experience performing financial analysis, including forward-costing models, return on investment analysis, and overhead cost allocation. - Demonstrated use of AI-enabled tooling in day-to-day work, along with experience using customer case management systems (e.g., Salesforce / SFDC).

Ways to stand out from the crowd:

- Experience working with global, cross-functional teams spanning Services, Sales, Hyperscale / Cloud / Enterprise Product Support, and Engineering, to define priorities and operational processes that meet business targets and customer requirements. - Demonstrated flexibility and adaptability, with the ability to adjust to changing requirements, schedules, and priorities in a dynamic environment. - Ability to socialize ideas, make well-reasoned recommendations, and build cross-functional consensus to move initiatives forward. - Proven track record to communicate effectively, both verbally and in writing, with technical and non-technical audiences at all levels of the organization. - Solid statistical foundation, including experience with modeling and forecasting failure rates, service metrics, and customer behavior trends.