Service Program Manager

RESPONSIBILITIES

• Service Deployment Program Leadership
• Lead service product deployment programs within the Asia service organisation, ensuring successful delivery on time and within scope
• Own the service deployment project plan - scope, schedule, milestones, dependencies and critical path for each NPDI workstream
• Drive Gate readiness (G1-G7), ensuring all service deliverables are complete at each gate
• Manage the Service Concept development (Phase 2), Project Organisation Chart, Schedule and Lessons Applied per the NPDI RACI framework
• Develop and maintain detailed project plans, timelines and budgets, ensuring efficient resource allocation
• Risk, Issue & Escalation Management
• Monitor and track program progress, addressing any challenges or obstacles to ensure timely execution and high-quality outcomes
• Escalate and create urgency around any issues that would impede the success of the deployment - ensure issues are resolved in a timely manner
• Coordinate the team to implement short-term and long-term resolutions; communicate status to all stakeholders
• Maintain risk and issue registers with clear ownership, mitigation plans and resolution timelines
• Governance & Continuous Improvement
• Collaborate with leadership to ensure service deployment programs align with broader business strategies and objectives
• Drive continuous improvement in program management processes to enhance performance and operational efficiency
• Work with the Growth Program Office to define methods, procedures and best practices - ensure procedures are enforced on all deployments
• Conduct lessons learned reviews post-launch; apply findings to future deployments
• Ensure compliance with company policies, Vertiv's NPDI Global SOP and Offering Lifecycle governance
• Cross-Functional Coordination
• Coordinate cross-functional teams - Engineering, Operations, Sales, Service, L&D and Pricing - to align program activities with organisational goals
• Develop RACI matrices to ensure functional groups understand roles, responsibilities and deliverables for each service deployment
• Establish and implement processes with a focus on hand-offs between functional areas; monitor activities on the critical path
• Manage interdependencies across service readiness workstreams: training, spare parts, tooling, pricing, documentation and systems

Service Readiness Tracking & Reporting

• Develop and maintain service deployment trackers - product name, service type, deployment status, target launch date, responsible team and readiness score
• Create and manage service readiness dashboards showing gate status, milestone completion and risk heat maps
• Report on deployment progress to regional and global leadership at a regular cadence
• Track and report on post-launch KPIs including time-to-revenue and service activation rates

Stakeholder Communication

• Serve as the key point of contact for stakeholders, providing regular updates on program status, milestones and potential risks
• Participate in Portfolio Review and Gate Review meetings as the regional service program lead
• Prepare and present deployment status reports, service readiness assessments and post-launch reviews
• Coordinate with Global GS Project Managers to ensure regional-global alignment on NPDI timelines

QUALIFICATIONS

Required:

• Bachelor’s degree in engineering, Business, Project Management or a related field
• 7-10 years in program or project management within service operations, technical services, or product deployment
• Proven track record managing and delivering large, complex projects across cross-functional teams
• Demonstrated ability to manage multiple projects simultaneously
• Experience with phase-gate or NPDI processes for product / service introduction
• Strong communication skills - written and verbal; able to conduct effective meetings and presentations
• Strong organizational skills, attention to detail and interpersonal leadership skills
• Strong problem-solving and critical-thinking abilities to navigate challenges and drive program success
• Proficiency with project management tools and methodologies (Smartsheet, MS Project or equivalent)

Preferred / Nice to Have

• Knowledge of power systems, energy, thermal, HVAC, data centre or related industry
• Knowledge of engineering, manufacturing processes, data centre infrastructure and commissioning
• Project Management Professional (PMP) certification or equivalent
• Experience with Vertiv or a comparable critical infrastructure OEM
• Experience with Agile / hybrid project management methodologies