Sr Manager Service Support

Job Description

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 Senior Manager for Services Operations is a strategic operations leader accountable for the end-to-end performance of Services Operations, driving measurable business outcomes through disciplined execution, a customer-first service mindset, and operational excellence. The role integrates people leadership, process maturity, stakeholder partnership, and governance to deliver scalable, high-quality, and cost-effective service operations aligned with enterprise strategy.

As the integrator across Services functions, this role ensures the organization operates as a high-performing, scalable team aligned with global service strategy, customer commitments, and Vertiv Operating System (VOS) principles. The Senior Services Operations Manager balances strategic leadership with operational rigor, strengthening service delivery, enabling continuous improvement, and advancing long-term capability maturity.

Job Responsibilities

End-to-End Services Operations Ownership

• Own and drive the overall operational performance of Services Operations, ensuring alignment to business priorities, customer commitments, and global service strategy.
• Translate enterprise and regional objectives into clear operational plans, performance targets, and execution roadmaps.
• Ensure operational readiness, scalability, and resilience to support volume growth, transitions, and evolving service demands.
  
  

Stakeholder Partnership & Cross-Functional Alignment

• Serve as a strategic partner to global and regional stakeholders, ensuring strong alignment across Services functions and key business partners including Finance, HR, Quality, IT, and other enabling teams.
• Lead operational governance forums, performance reviews, and executive updates with clear insights and recommendations.
• Balance competing priorities while maintaining focus on business outcomes, customer impact, and operational sustainability.
  
  

People Leadership & Organizational Capability

• Accountable for building and developing a high-performing Services Operations organization, with a focus on leadership capability, talent progression, and long-term succession strength.
• Drive workforce planning, capacity optimization, and skills readiness in partnership with HR, Finance, and Talent Acquisition.
• Establish a culture of accountability, engagement, and ownership aligned with Vertiv’s leadership behaviors and High-Performance Culture.
  
  

Process Excellence & Operational Governance

• Own Services process governance, standardization, and performance management to ensure consistent, high-quality execution.
• Champion continuous improvement through VOS, Lean, and CI practices, driving measurable gains in efficiency, quality, and cost.
• Ensure audit readiness, risk mitigation, and disciplined operational governance across Services Operations.
• Monitor service quality, SLA adherence, and operational KPIs, proactively addressing risks and performance gaps.
• Partner with stakeholders to resolve escalations and continuously enhance customer experience.
  
  

Job Qualifications

• Bachelor’s degree in business, Engineering, Operations Management, or a related field required
• MBA or equivalent advanced degree is a plus
• 10–15 years of progressive experience in Services Operations, Operations Management, or Global Business Services
• Minimum 5+ years in senior people leadership roles, leading managers and multi-layered teams
• Proven experience owning end-to-end operational performance in a shared services environment
• Demonstrated success driving business outcomes through operational excellence, process standardization, and continuous improvement
• Experience leading organizational change, transformation initiatives, and capability-building programs
• Strong background working within matrixed, global organizations and partnering with senior stakeholders
• Advantageous Experience
• 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
  
  

COMPETENCIES

• Strategic Operations Leadership
• Organizational Rigor
• Stakeholder & Change Management
• Risk Management & Operational Governance
• Technology Enablement & Digital Adoption
• Data-Driven Decision Making
• People Development & Talent Management
• Process Excellence & Continuous Improvement Governance
  
  

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

---