Manager Services Operations

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv we dont just hire talentwe cultivate leaders who drive innovation and engage teams to push the limits of whats possible. As a global leader in critical digital infrastructure we are scaling up to meet the demands of AI data centers and next-gen technologyand 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 titlesits 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 youll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone:Our commitment to inclusion ensures that all employees unique strengths and perspectives are valued. Your voice matters your growth is prioritized and your success is celebrated.

Position Summary:

The Services Manageris responsible forthe 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 effectivenessmonitorsperformance and resolves operational issues to ensure high-qualitytimely 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 andtimelyissue resolution.
• Identifyand address operational risks that mayimpactservice 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 settingmonitoringresults addressing performance gaps and reinforcing standards.
• Manage attendance conduct and disciplinein accordance withcompany policies ensuring fair consistent andtimelyinterventions.
• 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.
• Identifyoperational inefficiencies quality issues and recurring defects escalatingimprovement opportunities as needed.
• Participate in continuous improvement initiatives Kaizen events and CI projects sponsored by senior leadership.
• Maintainaccurateand 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 & StakeholderManagement

• Prepare andmaintainregular operational reports dashboards and performance summaries.
• Communicate operational status risks and issues to the Services OperationsSenior Leadership
• Coordinate with cross-functional partners to support operational needs.
• Support governance forums and operational reviews withaccurateandtimelyinputs

Qualifications:

• Bachelors degree in Business Engineering Operations Management or a related fieldrequired.
• 610 yearsof experience in Services Operations Operations Management or a shared services environment.
• Minimum3+ years in people leadership roles managing frontline teams or Team Leads.
• Experience managingday-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 Vertivs 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