Manager - Services Operations

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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.

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

• 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

Vertiv