Service manager

POSITION SUMMARY

The Service NPDi Manager will lead a team of NPDi Engineers, ensuring service readiness and operational excellence in New Product Development (NPD) initiatives for the Americas region. This role is critical in aligning service deliverables with regional requirements and supporting the Global Product Portfolio. The manager will drive process consistency, tool integration, and cross-functional collaboration to enable successful service readiness for product launches and continuous improvement. Work closely with regional and global service teams to ensure consistent and high-quality service delivery worldwide.

RESPONSIBILITIES

• Direct, mentor, and develop a team of NPDi Engineers focused on NPD service readiness and execution within the region.
• Lead service readiness efforts for new product launches, ensuring alignment with regional requirements and customer expectations.
• Oversee NPD projects through all tollgate phases, ensuring timely and quality service deliverables for each product launch.
• Identify, evaluate, and integrate new tools and processes (e.g., Oracle Engagement Cloud-Oracle CX, Connected CE, Knowledge, LIFE) to enhance service readiness and operational efficiency.
• Work with key functional stakeholders, Service Delivery, Offerings, Supply Chain, Engineering, and Product Management teams, to gather requirements, provide feedback, and drive continuous improvement.
• Participate in service strategy reviews and report program updates to executive leadership.
• Develop and track key performance indicators for service readiness, project status, and continuous improvement.
• Establish and maintain operational review cadence with engagement from all stakeholders and interested parties
• Collect and integrate customer and field feedback to enhance service processes and product support.
• Work closely with the service operation team to communicate and support new product initial installation and startup.
• Support training development and delivery for new product launches and service processes. Drive synergy and knowledge sharing with other global regions to ensure consistency in service deliverables and best practices.
  

QUALIFICATIONS

• Bachelor’s degree (MBA preferred).
• 5–10 years of experience in Project/Program Management, preferably in NPD.
• Experience managing technical teams and collaborating in a global business environment.
• Strong business acumen, process design, and change management skills.
• Proficiency with Smartsheet, Power BI, and MS Office.
• Excellent communication, organizational, and analytical skills.
• Ability to deliver amidst changing requirements, deadlines, and priorities. Ability to travel globally up to 20%.
  

TIME TRAVEL REQUIRED

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’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned 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 [email protected] . 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.