Service Program Manager

Responsibilities JOB DESCRIPTION

• Service Deployment Program Leadership
• Lead service product deployment programs within the Asia service organisation, ensuring successful delivery on time and within scope
• Own the service deployment project plan — scope, schedule, milestones, dependencies and critical path for each NPDI workstream
• Drive Gate readiness (G1–G7), ensuring all service deliverables are complete at each gate
• Manage the Service Concept development (Phase 2), Project Organisation Chart, Schedule and Lessons Applied per the NPDI RACI framework
• Develop and maintain detailed project plans, timelines and budgets, ensuring efficient resource allocation
• Risk, Issue & Escalation Management
• Monitor and track program progress, addressing any challenges or obstacles to ensure timely execution and high-quality outcomes
• Escalate and create urgency around any issues that would impede the success of the deployment — ensure issues are resolved in a timely manner
• Coordinate the team to implement short-term and long-term resolutions; communicate status to all stakeholders
• Maintain risk and issue registers with clear ownership, mitigation plans and resolution timelines
• Governance & Continuous Improvement
• Collaborate with leadership to ensure service deployment programs align with broader business strategies and objectives
• Drive continuous improvement in program management processes to enhance performance and operational efficiency
• Work with the Growth Program Office to define methods, procedures and best practices — ensure procedures are enforced on all deployments
• Conduct lessons learned reviews post-launch; apply findings to future deployments
• Ensure compliance with company policies, Vertiv's NPDI Global SOP and Offering Lifecycle governance
• Cross-Functional Coordination
• Coordinate cross-functional teams — Engineering, Operations, Sales, Service, L&D and Pricing — to align program activities with organisational goals
• Develop RACI matrices to ensure functional groups understand roles, responsibilities and deliverables for each service deployment
• Establish and implement processes with a focus on hand-offs between functional areas; monitor activities on the critical path
• Manage interdependencies across service readiness workstreams: training, spare parts, tooling, pricing, documentation and systems

Service Readiness Tracking & Reporting

• Develop and maintain service deployment trackers — product name, service type, deployment status, target launch date, responsible team and readiness score
• Create and manage service readiness dashboards showing gate status, milestone completion and risk heat maps
• Report on deployment progress to regional and global leadership at a regular cadence
• Track and report on post-launch KPIs including time-to-revenue and service activation rates

Stakeholder Communication

• Serve as the key point of contact for stakeholders, providing regular updates on program status, milestones and potential risks
• Participate in Portfolio Review and Gate Review meetings as the regional service program lead
• Prepare and present deployment status reports, service readiness assessments and post-launch reviews
• Coordinate with Global GS Project Managers to ensure regional–global alignment on NPDI timelines

Qualifications Required:

• Bachelor’s degree in engineering, Business, Project Management or a related field
• 7–10 years in program or project management within service operations, technical services, or product deployment
• Proven track record managing and delivering large, complex projects across cross-functional teams
• Demonstrated ability to manage multiple projects simultaneously
• Experience with phase-gate or NPDI processes for product / service introduction
• Strong communication skills — written and verbal; able to conduct effective meetings and presentations
• Strong organizational skills, attention to detail and interpersonal leadership skills
• Strong problem-solving and critical-thinking abilities to navigate challenges and drive program success
• Proficiency with project management tools and methodologies (Smartsheet, MS Project or equivalent)

Preferred / Nice To Have

• Knowledge of power systems, energy, thermal, HVAC, data centre or related industry
• Knowledge of engineering, manufacturing processes, data centre infrastructure and commissioning
• Project Management Professional (PMP) certification or equivalent
• Experience with Vertiv or a comparable critical infrastructure OEM
• Experience with Agile / hybrid project management methodologies

About Us The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities. OUR CORE PRINCIPLES: 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.

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 [email protected]