Service Manager

POSITION SUMMARY

Responsible for the execution and operational management of service contracts within the assigned scope, ensuring compliance with contractual requirements, service quality, and operational efficiency.

Leads Service Coordinators and ensures proper planning, scheduling, and execution of field service activities, acting as the link between contractual commitments and operational delivery.

Supports business performance, customer satisfaction, and continuous improvement initiatives while promoting talent development, Vertiv culture, and a strong safety-first environment.

RESPONSIBILITIES

• Ensure end-to-end execution of service contracts, aligned with scope of work, service level agreements, and customer commitments
• Oversee planning, scheduling, and dispatching of service activities through Service Coordinators
• Monitor execution of preventive maintenance, corrective maintenance, and service-related projects
• Track service key performance indicators and service level agreements
• Act as primary escalation point for service delivery issues, ensuring timely resolution and communication
• Maintain operational interaction with customers and service partners
• Lead and develop Service Coordinators, setting objectives and monitoring performance
• Promote talent development, strengthening team capabilities
• Ensure adherence to quality standards, processes, and service procedures
• Drive continuous improvement initiatives and resolve recurring operational issues
• Support cost control, resource utilization, and operational efficiency
• Promote and reinforce Vertiv culture, including customer-first mindset and accountability
• Foster a strong safety culture, ensuring compliance with health, safety, and environmental standards

QUALIFICATION REQUIREMENTS

Minimum Job Qualifications

• Bachelor’s degree in Engineering (Electrical, Mechanical, Mechatronics, or related field)
• Intermediate level of English proficiency (written and spoken)
• Strong knowledge of Microsoft tools (Excel, PowerPoint, Outlook, Teams, SharePoint)
• Experience in service operations, field service, or contract execution environments
• Experience managing coordinators or similar roles
• Strong understanding of service key performance indicators and service level agreements
• Solid customer management skills and escalation handling
• Strong communication skills
• High level of organization and execution discipline
• Knowledge of quality and safety standards

Preferred Qualifications

• Experience in mission critical infrastructure or data center environments
• Knowledge of Maintenance 4.0 and predictive maintenance concepts
• Familiarity with asset management and lifecycle services
• Exposure to artificial intelligence-driven service solutions (predictive analytics, remote monitoring)
• Experience in multi-site and high-availability environments

EDUCATION AND CERTIFICATIONS

Bachelor’s degree in Engineering (Electrical, Mechanical, Mechatronics, or related field) required

Additional certifications related to service management, asset management, or reliability are preferred

ENVIRONMENTAL DEMANDS

Work performed in office and customer site environments

Use of personal protective equipment required when visiting operational sites in accordance with safety regulations

TRAVEL TIME REQUIRED

Approximately 25% depending on operational needs