Senior Manager Field Service Operations

Role Summary

The Global Field Service Operations leader role owns how field service business is operated globally. It sets one operating model for safe, high-quality, cost-effective service and adapts it to regional realities. The leader drives a globally distributed team of leaders and is accountable for branch/service center level customer satisfaction, service margin and technician productivity. The role also supports growth: field visits are among the most valuable customer touchpoints, and clean asset and visit data feeds attach, renewals and installed base (IB) capture.

Key Responsibilities

Global Operating model and standards

• Define and govern global standards for service operations, including processes, KPIs, escalation paths, documentation & reporting, allowing for regional variation.
• Develop a service framework for service centers to operate providing guidance on direct and indirect resource level to support field service business
• Map branch level processes end to end, share best practices across regions, and drive adoption of what works.
• Set the annual operating plan, capacity model and regional targets with regional leaders.
• Establish branch level service operations playbook

Service Delivery & Performance

• Meet SLA commitments for response time, restoration time, first-time fix, repeat visits and preventive maintenance completion.
• Run global performance reviews and escalation management for critical customers and major incidents.
• Balance planned maintenance, emergency response and project work, so that peak periods a are staffed properly.

Workforce and capacity

• Provide guidance on headcount, skills mix and coverage by region, including the split between employees, subcontractors and partners.
• Participate in regional initiatives on career paths and retention for Engineers and field leaders, working with HR to solve for scarce technical talent.
• Set up centralized or shared support (for example dispatch or backstop support) for smaller service centers that lack scale.

Financial performance

• Partner with the regional leaders to drive productivity and initiatives to lower field cost per hour.
• Improve utilization, gross margin and cost per visit, and track warranty and billable work accurately.
• Support pricing and contract design with realistic cost-to-serve data.

. Customer experience and commercial partnership

• Own service-related customer satisfaction and build a repeatable process for handling escalations and recovering unhappy customers.
• Work with sales enablement & growth on a simple, safe way to flag service opportunities and capture new IB before warranty expiry.
• Support renewals with visit history, asset condition and risk indicators.

Leadership

• Lead across time zones, cultures and employment models, and set a consistent leadership standard.
• Present performance, risks and investment cases to executive leadership.

Required Qualifications

• Bachelor’s degree in business, engineering, operations, technology, or a related field required; MBA or advanced degree preferred.
• 10+ years of experience in in field service, service operations or technical operations, with 5+ years leading multi-site or multi-country teams.
• Experience managing a global or multi-regional service organization, including leaders who lead other leaders
• Experience working in a medium-to-large industrial, technology, or services organization with matrixed global or regional operating structures.
• Strong understanding of service operations processes, including branch level planning, services support structure and field operations from request to closure.
• Demonstrated ability to lead cross-functional initiatives, align stakeholders, and drive execution through influence rather than direct authority.
• Strong analytical skills with the ability to translate data, process insights, and business performance trends into actionable recommendations.
• Excellent written, verbal, and presentation skills with the ability to communicate clearly with senior leaders, regional teams, and cross-functional stakeholders.
• Strong customer focus, with the ability to connect process improvement efforts to customer outcomes, service continuity, commercial effectiveness, and business value.
• Ability to apply systems thinking to identify root causes, define process gaps, resolve business issues, and create scalable solutions.
• Comfort operating in ambiguity, adapting to new information, and leading through change in a fast-paced global environment.
• Ability to travel domestically and internationally as business needs require; travel may be up to 25%.

Preferred Experience

• Familiarity with Lean, Six Sigma, Vertiv Operating System (VOS), or other continuous improvement methodologies.
• Experience developing playbooks, process maps, dashboards, executive updates, training content, or adoption support materials.
• Ability to translate strategic priorities into practical operating routines, role expectations, and performance measures that regional teams can execute consistently.

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

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

OUR STRATEGIC PRIORITIES

•  High-Performance Culture• Customer Focus

•  Operational Excellence

•  Innovation

•  Financial Strength

VERTIV BEHAVIORS

• Own it
• Act with urgency
• Foster a customer-first mindset
• Think big and execute
• Lead by example
• Drive continuous improvement
• Learn and seek out development
• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs.  Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.  

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertiv.com.

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