Sr. Director, Global Service Operations

Job Summary

The Sr. Director, Global Service Operations is a strategic leader responsible for driving operational excellence, scalability, and transformation across Vertiv’s global service delivery ecosystem. This role has oversight responsibility for the Vertiv service operating model (SOM) including the key operational pillars of project management, remote service operations, quality, safety, and continuous improvement. The Senior Director ensures alignment with global business objectives, customer satisfaction, and financial performance, while fostering a culture of innovation, accountability, and high-impact execution in a digitally evolving service landscape.

This position will be based onsite in Westerville / Columbus, OH.

Responsibilities:

Global Service Strategy & Execution

• Lead the development and execution of global service operations strategy, ensuring alignment with corporate goals and customer expectations.
• Implement scalable, standardized delivery models and operational frameworks across all regions.

Leadership & Organizational Development

• Manage and mentor a global team of directors and senior managers across core operational functions.
• Build organizational capability, leadership succession, and high-performing cross-functional collaboration.

Operational Excellence & Transformation

• Drive continuous improvement initiatives, process standardization, and digital transformation leveraging data analytics, remote monitoring platforms, and automation.
• Oversee the implementation of Lean, Six Sigma, and other performance improvement methodologies across global operations.

Customer Experience & Quality Assurance

• Ensure consistent, high-quality service delivery across all regions.
• Oversee global service quality and safety programs, acting as the executive escalation point for critical service issues and customer concerns.

Financial & Performance Management

• Own the global service operations budget, cost optimization strategies, and performance metrics.
• Monitor and improve key performance indicators including service level agreement compliance, resource utilization, service backlog, and customer satisfaction.

Cross-Functional Collaboration

• Partner with regional service leaders, product management, IT, logistics, and commercial teams to support new service offerings, technologies, and strategic initiatives.
• Collaborate with senior leadership to support global growth, operational maturity, and digital enablement.

Requirements:

• Bachelor’s degree in Engineering, Business Administration, or a related field
• Preferred: Master of Business Administration (MBA) or equivalent advanced degree
• Minimum 10+ years in service operations or field services, with at least 5 years in senior leadership roles
• Proven success in leading global teams and managing complex, matrixed service delivery environments
• Experience in operational transformation, process optimization, and organizational change management
• Strong understanding of service technologies, remote monitoring platforms, data analytics, and project management methodologies
• Certifications (Preferred):  Lean Six Sigma, Project Management Professional (PMP), or similar operational excellence certifications

Physical & Environmental Demands

• Ability to work in a fast-paced, global business environment
• Occasional visits to customer sites, service centers, or manufacturing facilities
• Prolonged periods of sitting and working at a computer
• May require lifting of materials or equipment up to 25 lbs during site visits
• Flexibility to manage teams and meetings across multiple time zones

TIME TRAVEL REQUIRED

• 25% International and domestic travel to service sites, regional offices, and customer locations

 

 

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

OUR CORE PRINCIP