Supermicro
Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide.
We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.
Job Summary
The Managed Services Program Manager (PM) will lead the execution and enhancement of Supermicro’s Managed-as-a-Service (MaaS) offerings within the Data Center Building Block Solutions (DCBBS) framework. This role requires hands-on leadership to coordinate cross-functional teams, ensure seamless IT service delivery across the lifecycle (provisioning to decommissioning), and drive customer satisfaction. Essential Duties And Responsibilities
Oversee the end-to-end delivery of MaaS programs, including provisioning, monitoring, operations, migration, and decommissioning. Define and manage project scope, schedules, Service Level Agreements (SLAs), deliverables, and Key Performance Indicators (KPIs). Identify and implement scalable, secure, and interoperable tools to optimize service workflows. Ensure seamless integration of tools and processes for efficient service execution. Manage program budgets and resources to ensure cost-effective delivery. IT Service Lifecycle Expertise
Apply a systems-thinking approach to ensure service continuity across hardware, firmware, operating systems, application stacks, and support infrastructure. Map and manage dependencies across service domains. Ensure toolchains support interoperability, version control, patch compliance, and remote observability. Tool Enablement and Ownership
Collaborate with DevOps, IT, and Automation Engineering to evaluate, select, and onboard tools. Drive API integration and data flow between tools to enable dashboarding and reporting. Develop documentation and training to support tool adoption across teams. Customer Engagement and Communication
Serve as the primary customer-facing lead for program delivery, onboarding, status updates, and issue resolution. Translate customer requirements into technical and operational service specifications. Conduct Quarterly Business Reviews (QBRs), escalation reviews, and tool-based health reporting. Gather and incorporate customer feedback to drive continuous improvement in MaaS offerings. Cross-Functional Collaboration
Partner with Engineering, IT, DevOps, Supply Chain, Support, and Sales to align service delivery with organizational goals. Provide input on MaaS tool and service roadmaps based on operational insights. Manage stakeholder expectations to resolve conflicts and ensure alignment across teams. Risk, Quality, and Compliance
Proactively identify and mitigate risks related to service delivery, resource constraints, or tool limitations. Ensure tools and processes comply with standards such as SOC 2 and ISO 27001. Conduct Root Cause Analysis (RCA) for incidents and implement tooling or process improvements to prevent recurrence. Report risk and compliance status to leadership and customers as required. Qualifications
Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field; MBA or advanced degree preferred. Minimum of 8 years of experience in IT service program management, cloud services, or infrastructure services, preferably in a managed services environment. Proven expertise in IT operations tool ecosystems. Comprehensive understanding of end-to-end IT service delivery models and associated tool requirements. Exceptional communication, project leadership, and stakeholder management skills. Licenses And Certifications Required
Project Management Professional (PMP) or equivalent certification. ITIL Foundation (or higher) to ensure proficiency in IT service management frameworks. Salary Range: $157,000 - $173,000 EEO Statement Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population.
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The Managed Services Program Manager (PM) will lead the execution and enhancement of Supermicro’s Managed-as-a-Service (MaaS) offerings within the Data Center Building Block Solutions (DCBBS) framework. This role requires hands-on leadership to coordinate cross-functional teams, ensure seamless IT service delivery across the lifecycle (provisioning to decommissioning), and drive customer satisfaction. Essential Duties And Responsibilities
Oversee the end-to-end delivery of MaaS programs, including provisioning, monitoring, operations, migration, and decommissioning. Define and manage project scope, schedules, Service Level Agreements (SLAs), deliverables, and Key Performance Indicators (KPIs). Identify and implement scalable, secure, and interoperable tools to optimize service workflows. Ensure seamless integration of tools and processes for efficient service execution. Manage program budgets and resources to ensure cost-effective delivery. IT Service Lifecycle Expertise
Apply a systems-thinking approach to ensure service continuity across hardware, firmware, operating systems, application stacks, and support infrastructure. Map and manage dependencies across service domains. Ensure toolchains support interoperability, version control, patch compliance, and remote observability. Tool Enablement and Ownership
Collaborate with DevOps, IT, and Automation Engineering to evaluate, select, and onboard tools. Drive API integration and data flow between tools to enable dashboarding and reporting. Develop documentation and training to support tool adoption across teams. Customer Engagement and Communication
Serve as the primary customer-facing lead for program delivery, onboarding, status updates, and issue resolution. Translate customer requirements into technical and operational service specifications. Conduct Quarterly Business Reviews (QBRs), escalation reviews, and tool-based health reporting. Gather and incorporate customer feedback to drive continuous improvement in MaaS offerings. Cross-Functional Collaboration
Partner with Engineering, IT, DevOps, Supply Chain, Support, and Sales to align service delivery with organizational goals. Provide input on MaaS tool and service roadmaps based on operational insights. Manage stakeholder expectations to resolve conflicts and ensure alignment across teams. Risk, Quality, and Compliance
Proactively identify and mitigate risks related to service delivery, resource constraints, or tool limitations. Ensure tools and processes comply with standards such as SOC 2 and ISO 27001. Conduct Root Cause Analysis (RCA) for incidents and implement tooling or process improvements to prevent recurrence. Report risk and compliance status to leadership and customers as required. Qualifications
Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field; MBA or advanced degree preferred. Minimum of 8 years of experience in IT service program management, cloud services, or infrastructure services, preferably in a managed services environment. Proven expertise in IT operations tool ecosystems. Comprehensive understanding of end-to-end IT service delivery models and associated tool requirements. Exceptional communication, project leadership, and stakeholder management skills. Licenses And Certifications Required
Project Management Professional (PMP) or equivalent certification. ITIL Foundation (or higher) to ensure proficiency in IT service management frameworks. Salary Range: $157,000 - $173,000 EEO Statement Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population.
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