Service Operation Program Manager

About the Role

The Program Manager will oversee the execution and successful delivery of services by monitoring cross-functional processes to ensure accuracy and efficiency. This role involves coordinating efforts across various departments to achieve seamless service delivery. The Program Manager will emphasize clear documentation of all work performed in Oracle, supporting the Vertiv Service Business, including forecasting for specific lines of business. The position requires providing focused direction and communication to align with the company's mission and vision.

Responsibilities

• Facilitate cross-functional teams to ensure services are delivered as expected by the customer.
• Identify root causes of broken processes and collaborate with the Continuous Improvement (CI) team to implement fixes for the future.
• Develop programs within the Service Delivery business segment to maximize revenue growth.
• Review, recommend, and implement policies and resources toward growth and profitability.
• Analyze opportunities within the Service Delivery segment and institute required changes to ensure maximum revenue, productivity, and profit.
• Set strategic direction to exceed revenue growth targets in all areas (with specific focus on Start-up, PM assignments, and T&M opportunities).
• Develop, plan, and implement processes to solve problems and improve performance.
• Monitor and report Key Performance Indicators and make adjustments as needed to ensure attainment of assigned Vertiv Services goals.
• Other duties and special projects as assigned.

Qualifications

• Bachelor’s Degree in Business or equivalent experience.
• 3–5 years of service experience.
• Excellent written and oral communication skills.
• Demonstrated customer service resolution skills.
• Understanding of the Vertiv Service’s line of business and services.
• Ability to work with minimum supervision.
• Highly detail-oriented with strong organizational skills.
• Oracle experience.
• Problem-solving skills.
• Ability to interact with all levels within the organization.
• Ability to handle multiple tasks and priorities.
• Working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint).
• Ability to learn, document, and train new processes.
• Travel may be required.
• Other duties and special projects as required.

About Vertiv

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture, and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks, and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base, and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

Vertiv embraces core principles such as Safety, Integrity, Respect, Teamwork, Diversity & Inclusion, and behaviors including owning it, acting with urgency, fostering a customer-first mindset, thinking big, executing, leading by example, and driving continuous improvement.