Program Manager - Digital Service Operations

Vertiv Corporation • Westerville, OH • 2h ago

Job Description

Brief Job Description:

The Program Manager for Digital Service Operations serves as both a strategic orchestrator and departmental advocate, ensuring seamless service delivery and continuous improvement throughout the service lifecycle-from new product development introduction (NPDI) to post-launch optimization. This role requires championing departmental programs while simultaneously serving as the liaison and representative for Digital Service Operations in broader, global cross-functional initiatives. As the central point of contact, this position ensures that digital services are launched successfully, operate efficiently, and continuously evolve to meet customer needs.

This role combines strategic planning with hands-on program execution, requiring deep engagement with immediate team members and broader global teams. The Program Manager helps capture engineering and operations requirements, identifies and allocates project resources, manages risks, prioritizes competing initiatives, and facilitates retrospectives to capture lessons learned and drive continuous improvement. Success in this role will be measured by on-time program delivery, achievement of defined business objectives, and positive feedback from cross-functional partners. Superior interpersonal and problem-solving skills are essential for effectively leading complex initiatives and ensuring successful program outcomes.

Responsibilities and Measurement Criteria with Time investment Needed on Each:

Lead Digital Service Operations support programs within the North America service organization, ensuring successful delivery of initiatives on time, within scope, and aligned with broader business strategies and objectives

Serve as the primary point of contact for internal and external stakeholders, delivering regular updates on program status, milestones, risks, and opportunities

Coordinate cross-functional alignment between engineering, operations, offering, sales, and business teams to drive program activities and organizational goals

Lead operational readiness initiatives to ensure successful service launches and transitions, including development and execution of rollout and communication plans

Participate in digital service related NPDI meetings, managing action items, conducting impact assessments, and ensuring operational considerations are integrated early in the development process

Manage internal requirements coordination with engineering and operations teams, tracking deliverables throughout the development lifecycle while maintaining detailed project plans and timelines

Proactively identify, assess, and mitigate program risks, dependencies, and potential bottlenecks before they impact service delivery

Lead continuous improvement initiatives, including alarm processing optimization, report automation efforts, and programs that enhance customer experience and operational efficiency

Coordinate post-launch reviews and facilitate retrospectives to capture lessons learned, driving advancement of Next Predict Digital Service-related initiatives

Establish and track KPIs for service health, operational efficiency, and program performance to enhance overall operational effectiveness

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