Sr. Manager, IT Infrastructure Services Experience

Job Summary

The IT Senior Manager, Infrastructure Services Experience is a senior leadership role responsible for two strategically interconnected functions: Infrastructure IT /Program Project Management and ServiceNow Strategic Product (Interim). This individual leads a team of Infrastructure IT Project Managers who drive delivery of complex, global infrastructure programs, while simultaneously owning the ServiceNow program strategy, development roadmap, and operational governance.

This role serves as the connective tissue between infrastructure project execution and the enterprise IT project management platform — ensuring that the tools, processes, and people required to deliver infrastructure programs are aligned, governed, and continuously improving. The position is a key stakeholder in the Global PMO governance model, the Change Advisory Board (CAB/GCAB), and the enterprise ServiceNow Program.

This position will be based onsite at Vertiv's HQ location in Westerville, OH.

Responsibilities:

Strategic Leadership & Governance

• Define and execute the integrated strategy for Infrastructure IT Program/Project Management and the ServiceNow program, ensuring both functions are aligned with enterprise IT and business objectives
• Serve as a senior leader within the Global IT PMO, contributing to portfolio governance, demand management, resource planning, and project delivery standards
• Represent Infrastructure IT project delivery and the ServiceNow program in executive-level forums, steering committees, and governance bodies (CAB, GCAB, IT ARB)
• Partner with IT Team Leaders, Program Managers, and business stakeholders to ensure infrastructure project demand is properly captured, prioritized, and resourced within the ServiceNow program
• Drive continuous improvement in project delivery methodology, PMO standards, and platform capabilities across both functions

Team Leadership & Development

• Lead, mentor, and develop a team of Infrastructure IT Project Managers responsible for delivering programs across Facilities, Hosting, Core Services, Endpoint Engineering, Site Expansion, Tech Debt (Hardware Replacement/Maintenance), and related infrastructure domains
• Define team structure, roles, and performance expectations; manage hiring, performance management, and succession planning
• Foster a culture of accountability, delivery excellence, and continuous learning across the project management team
• Oversee the ServiceNow program and ensure the team is staffed, skilled, and aligned to deliver platform capabilities on the SPM roadmap
• Develop team capabilities in agile delivery, ServiceNow program administration, and enterprise project management best practices

IT Infrastructure Program / Project Management

Portfolio & Program Oversight

• Provide senior oversight and governance for the Infrastructure IT project portfolio — spanning Facilities Build, Site Expansion, Hosting, Core Services, Endpoint Engineering, and Tech Debt programs
• Ensure all infrastructure projects are properly initiated, scoped, resourced, and tracked within the ServiceNow SPM platform in alignment with PMO standards
• Monitor portfolio health across all active infrastructure programs; identify risks, dependencies, and resource constraints; escalate and resolve issues proactively
• Ensure project managers maintain accurate project data, schedules, cost plans, and status reporting within ServiceNow to support portfolio-level visibility and executive reporting
• Serve as the senior escalation point for infrastructure project issues, scope changes, and stakeholder conflicts

Project Delivery Standards & Governance

• Define and enforce project delivery standards, templates, and governance processes for the Infrastructure IT project management team, aligned with the Global PMO framework
• Ensure all infrastructure projects follow the appropriate project lifecycle (Small, Medium, Large, Facility) using PMO-approved templates and gate review processes
• Oversee project initiation, requirements gathering, design and planning, implementation, and go-live phases for infrastructure programs, ensuring quality and consistency
• Ensure project managers participate in and support the Change Advisory Board (CAB/GCAB) process for infrastructure-related changes, including Standard, Normal Major, and Emergency chan