Program Manager, Managed Services (San Jose, California, United States) na Supermicro Data Center Server, Blade, Data Storage, AI System

Job Req ID: 26547

About 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 are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. 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. The PM will leverage deep knowledge of IT service ecosystems and toolsets to deliver operational excellence, scalability, and compliance, contributing to Supermicro’s leadership in managed services.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned): 
Program Governance and Execution
• 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 (e.g., automation, monitoring, ticketing) 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 (e.g., provisioning to operations, operations to migration/decommissioning).
• 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, including:
  o Provisioning: PXE, Ansible, Kickstart, Supermicro BIOS/IPMI Updater
  o Monitoring: Prometheus, Grafana, Zabbix, SuperCloud Composer
  o Operations: IT Service Management (ITSM) systems, ELK stack for logging, remote access tools
  o Migration/Decommissioning: Checksum validators, disk wipe tools, license reclamation utilities
• 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 (e.g., monitoring, CI/CD, ITSM, orchestration).
• Comprehensive understanding of end-to-end IT service delivery models and associated tool requirements.
• Exceptional communication, project leadership, and stakeholder management skills, with the ability to navigate ambiguity and drive consensus.
• Familiarity with Supermicro server platforms and DCBBS framework is highly desirable.
• Strategic thinking and problem-solving skills to anticipate challenges and drive innovation in service delivery.

Licenses and Certifications Required
• Project Management Professional (PMP) or equivalent certification (e.g., PRINCE2) to demonstrate expertise in program management.
• ITIL Foundation (or higher, e.g., ITIL Practitioner) to ensure proficiency in IT service management frameworks.
• Optional (Preferred):
  o Certifications in relevant tools (e.g., Ansible Certified Professional, Prometheus Certified Associate) to validate technical expertise.
  o DevOps or cloud certifications (e.g., AWS Certified Solutions Architect, Google Cloud Professional DevOps Engineer) to support modern service delivery models.

Salary Range

$157,000 - $173,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.