Manager - Services Operations

Job Description

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don’t just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it’s about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you’ll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee’s unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.
  
  

Position Summary

The Services Manager is responsible for the day-to-day operational management and performance of assigned Services teams, ensuring consistent service delivery, operational stability, and adherence to defined standards and SLAs. The role focuses on execution excellence, translating operational plans and priorities set by senior leadership into effective daily operations.

Reporting to the Senior Manager – Services Operations, this role leads frontline teams, drives workforce effectiveness, monitors performance, and resolves operational issues to ensure high-quality, timely, and customer-focused service delivery. The Services Manager plays a critical role in sustaining operational discipline, enabling continuous improvement, and supporting scalable Services Operations.

Job Responsibilities

Day-to-Day Services Operations Management

• Manage daily operations of assigned Services teams, ensuring service delivery meets quality, productivity, and SLA targets.
• Execute operational plans, priorities, and targets set by senior leadership.
• Ensure operational coverage, workload balance, and timely issue resolution.
• Identify and address operational risks that may impact service performance or customer commitments.
  
  

People Leadership & Team Performance

• Directly manage Team Leads and frontline team members, providing coaching, guidance, and regular performance feedback.
• Own day-to-day performance management, including goal setting, monitoring results, addressing performance gaps, and reinforcing standards.
• Manage attendance, conduct, and discipline in accordance with company policies, ensuring fair, consistent, and timely interventions.
• Support onboarding, training, and skills development to ensure team readiness and capability.
• Reinforce accountability, ownership, and expected service behaviors across the team.
  
  

Process Adherence & Continuous Improvement

• Ensure consistent execution of defined processes, standard work, and operating procedures in line with established controls and compliance requirements.
• Identify operational inefficiencies, quality issues, and recurring defects, escalating improvement opportunities as needed.
• Participate in continuous improvement initiatives, Kaizen events, and CI projects sponsored by senior leadership.
• Maintain accurate and up-to-date documentation, ensure adherence to controls, and support audit readiness by proactively addressing gaps and findings.
  
  

Service Quality & Customer Focus

• Monitor service quality, SLA adherence, and operational KPIs on a daily and weekly basis.
• Address customer-impacting issues and escalations within scope
• Promote a customer-first mindset across the team, ensuring service delivery aligns with customer expectations.
  
  

Operational Reporting & Stakeholder Management

• Prepare and maintain regular operational reports, dashboards, and performance summaries.
• Communicate operational status, risks, and issues to the Services Operations Senior Leadership
• Coordinate with cross-functional partners to support operational needs.
• Support governance forums and operational reviews with accurate and timely inputs
  
  

Qualifications

• Bachelor’s degree in Business, Engineering, Operations Management, or a related field required.
• 6–10 years of experience in Services Operations, Operations Management, or a shared services environment.
• Minimum 3+ years in people leadership roles, managing frontline teams or Team Leads.
• Experience managing day-to-day operations, workload planning, and service delivery performance
• Demonstrated ability to drive operational discipline, quality, and productivity.
• Experience leading organizational change, transformation initiatives, and capability-building programs.
• Strong background working within matrixed, global organizations and partnering with senior stakeholders.
• Exposure to technology enablement, automation, and digital transformation within operations
• Experience with Lean or Continuous Improvement frameworks.
• Prior involvement in transitions, scale-up operations, or multi-function support models.
• Background in Services Operations and/or experience in an outsourcing or Global Business Services (GBS) environment.
• Familiarity with operational dashboards, KPIs, and reporting tools.
  
  

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength
  
  

OUR BEHAVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example

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