Manager, Process Enablement

Vertiv; Westerville (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

Vertiv, based in Westerville, Ohio, seeks a Manager of Process Enablement to lead the AMER triage team and bridge business needs with IT. You will supervise Process Enablement Specialists and the Training & Knowledge Coordinator to improve issue assessment, user enablement, and reduce escalations to ERP Second Level Support.

You will drive governance, continuous process improvement, and service excellence across Manufacturing, Supply Chain, Finance, and Services domains, coordinating with ERP

Qualifications

• Bachelor’s degree in a related discipline.
• 8-10 years in Oracle EBS functional support, business process enablement, or ERP operations management.
• Proven experience leading cross-functional triage or support teams.
• Track record of improving issue resolution rates and SLA adherence.
• Strong written and verbal communication in English; additional languages a plus.
• Ability to translate complex technical issues into clear business language.
• Facilitation skills for cross-functional meetings.
• Analytical thinking to identify recurring issues and drive data-driven improvements.
• Proficiency with SLA reporting and performance metrics.
• Deep knowledge of multiple Oracle EBS modules.
• Experience with ServiceNow, SharePoint, and process mapping tools.

Responsibilities

• Oversee end-to-end business processes across Manufacturing, Supply Chain, Finance, and Services.
• Ensure consistent triage operations and cross-functional alignment for Oracle EBS modules.
• Lead triage initiatives, including intake evolution and AI-assisted digital front door.
• Own team performance improvements and recurring issue reduction strategies.
• Act as primary escalation point toward VP BPI & VOS.
• Interface with ERP Second Level Support, ERP Tech Factory, and ERP Product Owners.
• Lead governance sessions and continuous improvement within scope.
• Manage cross-functional issue patterns across Oracle EBS modules.
• Validate systemic issues and coordinate corrective actions with feedback loops.
• Directly manage Process Enablement Specialists and Training & Knowledge Coordinator.
• Oversee hiring/onboarding and team development.

Skills

Leadership

Cross-functional

Process improvement

SLA reporting

Analytical thinking

Facilitation

Communication

Education

Bachelor’s degree (Business/IT)

Tools

ServiceNow

SharePoint

Process mapping

Oracle EBS

Job description

Job Description

The Manager, Process Enablement leads the AMER Process Enablement Triage Team and serves as the primary functional liaison between the business and IT organizations. This role is responsible for overseeing Process Enablement Specialists and the Training & Knowledge Coordinator to ensure effective issue assessment, user enablement, and the reduction of unnecessary escalations to ERP Second Level Support. The Manager drives team performance, operational governance, continuous process improvement, and service excellence across all supported business process domains. This position reports to the VP, Business Process Improvement & VOS.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

Responsibilities

• Oversees all end-to-end business processes across Manufacturing, Supply Chain, Finance, and Services domains.
• Ensures consistent triage operations, process adherence, and cross-functional alignment across all Oracle EBS modules supported by the team.
• Leads triage team operational initiatives including engagement model evolution (from email-based intake through ServiceNow-structured intake to AI-assisted digital front door).
• Owns team performance improvement and drives recurring issue reduction strategies.
• Acts as the primary escalation point within the Triage team toward VP BPI & VOS.
• Interfaces with ERP Second Level Support, ERP Tech Factory, and ERP Product Owners.
• Leads operational syncs, second level alignment meetings, and governance & continuous improvement sessions within scope.
• Manages cross-functional issue patterns spanning multiple Oracle EBS modules and business processes.
• Validates systemic issues, coordinates corrective actions, and ensures structured feedback loops between business users and IT support teams.
• Directly manages a team of Process Enablement Specialists (Manufacturing, Supply Chain, Finance, Service) and the Training & Knowledge Coordinator.
• Responsible for team development, performance management, workload balancing, and hiring/onboarding of new team members.
• Oracle EBS (all modules), ServiceNow, SharePoint, process mapping and triage methodologies, SLA monitoring and reporting tools, knowledge management systems.

Qualifications

• Bachelor’s degree in Business Administration, Accounting, Finance, Economics, Engineering, Marketing, IT, Computer Science, or related discipline.
• 8-10 years in Oracle EBS functional support, business process enablement, or ERP operations management.
• Demonstrated experience leading cross-functional teams in a triage or support environment.
• Proven track record of driving issue resolution rates and SLA adherence improvements.
• Strong written and verbal communication skills in English; other languages are a plus.
• Ability to translate complex technical issues into clear business language.
• Strong facilitation skills for leading cross-functional meetings and stakeholder alignment sessions.
• Strong analytical thinking with ability to identify recurring issue patterns, validate systemic problems, and develop data-driven improvement strategies.
• Proficiency in SLA reporting and performance metric analysis.
• Deep functional knowledge across multiple Oracle EBS modules.
• Experience with ServiceNow ticket management, SharePoint documentation, and process mapping tools.
• Understanding of ERP integration points and end-to-end business process flows.

Physical & Environmental Demands

• No special physical requirements.

Travel Requirements

• 10% travel required.

Our Core Principles

• Safety
• Integrity
• Respect
• Teamwork
• 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

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers' vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

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.

Equal Opportunity Employer

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 [e-mail].