Global Service Technology Project Manager

Vertiv; Westerville (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Vertiv seeks a Project Manager - Global Service Technology to lead the planning, execution, governance, and global deployment of technology-enabled initiatives that transform service delivery and technician productivity.

Reporting to the Senior Manager, Global Services PMO, this role partners with Product Management, Engineering, IT, Digital Solutions, and regional teams to ensure technology solutions meet service requirements from concept through deployment.

Responsibilities

• Lead global Service Technology projects from initiation through implementation, stabilization, and transition to operations.
• Establish project scope, objectives, milestones, deliverables, governance, resources, and success measures.
• Develop and maintain integrated project plans across Global Services, Product Management, Engineering, IT, Digital, and regional teams.
• Coordinate multiple workstreams, dependencies, vendors, and cross-functional stakeholders.
• Drive accountability for project deliverables and proactively resolve barriers to execution.
• Manage project risks, issues, decisions, assumptions, dependencies, and change requests.

Job description

Project Manager - Global Service Technology

Department: Global Services PMO

Location: Global

Reports to: Senior Manager, Global Services PMO

Job Description

The Project Manager - Service Technology is responsible for leading the planning, execution, governance, and global deployment of technology-enabled initiatives that transform service delivery, technician productivity, customer experience, and lifecycle support.

This role sits within Global Services and serves as the project management lead for Service Technology initiatives, partnering closely with Product Management, Engineering, IT, Digital Solutions, Regional Services, and other cross-functional stakeholders to ensure technology solutions are designed, implemented, and operationalized with service requirements incorporated from concept through deployment.

The position manages complex, global, cross-functional programs involving digital service platforms, connected technician solutions, service applications, data and analytics, AI-enabled capabilities, knowledge solutions, predictive technologies, workflow automation, and other technologies that enable the future of service delivery.

The role is accountable for establishing project structure, driving execution, managing dependencies and risks, coordinating regional readiness, and ensuring solutions transition effectively into Global Services operations.

Key Responsibilities

1. Service Technology Project Leadership

   Lead global Service Technology projects from initiation through implementation, stabilization, and transition to operations.

   Establish project scope, objectives, milestones, deliverables, governance, resources, and success measures.

   Develop and maintain integrated project plans across Global Services, Product Management, Engineering, IT, Digital, and regional teams.

   Coordinate multiple workstreams, dependencies, vendors, and cross-functional stakeholders.

   Drive accountability for project deliverables and proactively resolve barriers to execution.

   Manage project risks, issues, decisions, assumptions, dependencies, and change requests.

2. Service Requirements & Technology Readiness

   Translate Global Services and field-service requirements into actionable technology project requirements.

   Partner with Service Technology, Product Management, Engineering, IT, and regional teams to validate solution requirements.

   Ensure service processes, technician workflows, customer requirements, data needs, and operational impacts are incorporated into solution design.

   Coordinate Service Design and technology readiness activities throughout the project lifecycle.

   Identify gaps between technology capabilities and operational service requirements and drive resolution.

3. Global Deployment & Regional Readiness

   Lead global deployment planning for Service Technology solutions across regions.

   Coordinate regional readiness activities including process alignment, user acceptance testing, training, communications, documentation, support models, and adoption.

   Establish launch criteria and readiness assessments for global and regional deployments.

   Coordinate hypercare and stabilization activities following implementation.

   Ensure lessons learned and operational improvements are incorporated into subsequent releases and deployments.

4. Governance & Portfolio Management

   Operate within the Global Services PMO governance framework and project lifecycle.

   Prepare project status, executive summaries, dashboards, risk escalations, and decision materials.

   Facilitate project governance meetings and ensure timely escalation of critical issues.

   Maintain visibility to project health, schedule, scope, financial impact, resource requirements, and business outcomes.

   Support portfolio-level prioritization and capacity planning for Service Technology initiatives.

   Ensure appropriate Global Services review and assessment are completed at required project gates.

5. Technology Transformation & Continuous Improvement

   Lead initiatives that improve technician productivity, service efficiency, customer experience, and operational scalability.

   Identify opportunities to simplify service processes through digitalization, automation, AI, analytics, and connected technologies.

   Establish measurable benefits and KPIs for technology-enabled service initiatives.

   Use project data, user feedback, operational metrics, and lessons learned to identify improvement opportunities.

   Support development and continuous improvement of Global Services technology standards, playbooks, processes, and deployment methodologies.

6. Stakeholder & Executive Management

   Serve as the Global Services project management point of contact for assigned Service Technology initiatives.

   Build effective relationships with senior leaders, Product Management, Engineering, IT, regional service organizations, and external partners.

   Communicate complex technology and operational issues clearly to technical and non-technical stakeholders.

   Provide conci