Service Manager - Infrastructure Solutions

Position Summary

Responsible for overall field operations and customer experience for the newly-formed Infrastructure Solutions organization inside Vertiv Services.  Provide business, managerial, and technical direction to multiple direct report supervisors while collaborating with the Director of Deployment Services and the Director of Site Leadership to ensure field service readiness for Infrastructure Solutions projects. Leads a field service business focused on safe work practice and operational excellence. Effectively recruits, develops, and retains employees. Responsible for resource optimization, commercial relationships and decision making & developing talent. Fosters a team environment while providing regular performance feedback, development, and coaching. Requires extensive interaction and relationship building with internal and external customers.

Responsibilities

• Manages Service delivery for all Infrastructure Solutions projects in North America, specifically being held accountable for project safety, quality, and timeliness.
• Leads effort to drive and strengthen customer loyalty programs that secure and retain service contract customers. Leverages internal and external relationships by actively networking with sales professionals, customer’s decision-making associates.
• Drives profitable growth through effective management of assigned assets (people, financial and material). Manages assigned assets in a manner that meets or exceeds key performance goals (KPI’s).
• Experience with P&L responsibility.
• Manages escalations through team approach and delivers best outcomes for customer and overall business.
• Review proposals, reports, expense accounts, job files, and other documentation and sign contracts consistent with limits of authority.
• Builds an environment that energizes team members to provide high quality, cost efficient, customer-directed service and exceed performance targets (KPI’s). Audits effectiveness of service operations and makes changes as needed.
• Analyzes operations processes and provide recommendations for improvements.  Implements required changes.  Ensures contractual obligations are completed and customer satisfaction is achieved.
• Executes other managerial responsibilities, i.e., hiring, performance reviews consistent with established business strategy. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with appropriate matrix functional manager as required.  Ensures a consistent level of coaching, which includes monthly 1-1’s and operational reviews.
• Recommends and supports staffing requirements for assigned area. Serves as a communication channel to share the best practice strategies and results that will enable growth.
• Drives operational review meetings, reviewing safety and operational excellence performance metrics.  Ensures that tools and processes are executed per established standards to achieve customer satisfaction at the most effective cost. 

Qualifications

• Graduate Engineer BSEE or BSME and six years’ experience OR Graduate of applicable Electrical Technical School or Military equivalent and nine years minimum same or similar work experience.    OR    High school education or equivalent and ten years minimum same or similar work experience. 
• A high degree of communication, supervisory, organizational and management skills are required.
• High-level competence in written and verbal communication. Strong presentation skills and proficiency in speaking to large audiences.
• Able to lead and direct diverse teams.
• Strong knowledge of Critical Power Infrastructure Services & related industry standards, such as OSHA and NFPA.
• A good theoretical background and strong management skills are necessary.
• Communicate effectively, in writing and verbally, with clients, peers and management.
• Good judgment, dependable, supervises large-scale projects with technical expertise and good business management skills.
• Willing to work flexible hours, weekends, holidays and night work.
• Valid Driver’s License.

Physical & Environmental Demands

• Jobsites consisting of industrial new construction (greens field) or retrofit construction (browns field)

Time Travel Required

• (50%)

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

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

Our Strategic Priorities

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

Our 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

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

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@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

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.