Senior Manager, Operational Excellence – Service Sales

Vertiv; Westerville (OH); On-site; USD 140,000 - 190,000; Full time

Job summary

Vertiv seeks a Senior Manager, Operational Excellence — Service Sales to strengthen operating discipline, process consistency, and execution rigor across Global Services. You will partner with global and regional Service Sales leaders, Service Operations, Finance, Analytics, and enablement teams to improve visibility, governance, and commercial effectiveness.

The role focuses on standardized frameworks, KPI development, and continuous improvement initiatives to accelerate Service Sales growth

Qualifications

• Bachelor’s degree in business, engineering, operations, technology, or a related field; MBA or advanced degree preferred.
• 7+ years in operational excellence, commercial operations, service operations, or related functions.
• Experience in medium-to-large industrial/tech services with global/regional structures.
• Strong grasp of Service Sales processes: pipeline, forecasting, renewals, contract attach, proposals, account coverage, governance.
• Ability to lead cross-functional initiatives and drive execution through influence.

Responsibilities

• Strengthen the Service Sales operating model with clear ownership and consistent execution.
• Adopt VCROE-aligned processes, tools, and routines to improve sales consistency and governance.
• Lead structured analysis to improve Service Sales performance and commercial productivity.
• Govern Service Sales execution with pipeline health, forecast quality, and renewal readiness.
• Develop standardized Service Sales process frameworks and playbooks.
• Define KPIs, dashboards, and operating reports for leadership reviews and QBRs.
• Deploy and adopt Service Sales tools and reporting standards across regions.

Skills

Operational Excellence

Cross-functional Leadership

Analytics

Project Management

Communication Skills

Agility in Global Environments

Leadership Influence

Education

Bachelor’s degree; MBA preferred

Tools

CRM

ERP

BI Tools

Sales Reporting Tools

Job description

Senior Manager, Operational Excellence — Service Sales

The Senior Manager, Operational Excellence — Service Sales is responsible for strengthening the operating discipline, process consistency, and execution rigor that enable Global Services to drive scalable Service Sales growth. This role partners with global and regional Service Sales leaders, Service Operations, Finance, Analytics, Commercial Operations, and enablement teams to improve the consistency, visibility, and effectiveness of Service Sales execution.

Key Responsibilities

• Partner with global and regional Service Sales leaders to strengthen the Service Sales operating model, ensuring clear ownership, consistent execution, and alignment to growth priorities.
• Support adoption of VCROE-aligned Service Sales processes, tools, and manager routines to improve sales consistency, opportunity progression, customer engagement, and execution accountability across regions.
• Support business leaders with structured analysis, modeling, and recommendations that improve Service Sales performance, commercial productivity, customer engagement, and execution discipline.
• Drive governance routines for Service Sales execution, including pipeline health, forecast quality, contract attach performance, renewal readiness, quote progression, deal governance, and action tracking.
• Operationalize global governance cadences to monitor execution against annual operating plans, identify roadblocks, elevate risks, and recommend adjustments to strategy, tactics, or execution based on business results and regional feedback.
• Lead continuous improvement initiatives that simplify Service Sales processes, reduce process variation, and improve how opportunities progress from identification through renewal, proposal, close, and handoff.
• Develop and maintain standardized Service Sales process frameworks, including sales motions, role clarity, RACI alignment, stage‑gate expectations, governance checkpoints, playbooks, and best‑practice templates.
• Partner with Sales, Service Operations, Finance, Analytics, and Commercial Operations to define standard Service Sales KPIs, dashboards, and operating reports for leadership reviews, QBRs, regional interlocks, and governance meetings.
• Support deployment and adoption of Service Sales tools, reporting standards, and enablement processes across regions, balancing global consistency with appropriate local flexibility.
• Improve visibility and accountability around key commercial execution metrics, including pipeline quality, forecast discipline, attach rate execution, renewal readiness, quote cycle performance, conversion progress, and governance follow‑through.
• Translate VCORE‑aligned operating model requirements into practical training, playbooks, job aids, templates, and manager coaching materials in partnership with training and enablement teams.
• Lead cross‑regional working sessions to identify process gaps, capture best practices, resolve barriers, and accelerate adoption of common Service Sales standards.
• Support strategic Service Sales initiatives by maintaining milestone tracking, risk and dependency visibility, decision logs, and action‑item accountability across regions and functions.
• Promote a continuous improvement culture within Service Sales by applying structured problem solving, Lean thinking, performance transparency, and cross‑regional learning.
• Develop and reinforce global operational standards and process expectations for Service Sales while allowing for regional adaptation where market conditions require flexibility.
• Lead change management activities that support adoption of new Service Sales processes, tools, governance routines, reporting requirements, and enablement practices.
• Engage senior stakeholders to drive alignment, secure sponsorship, remove barriers, and sustain momentum for Service Sales operational excellence initiatives.
• Perform other duties as requested and prioritized by the Senior Director, Global Service Operations.

Required Qualifications

• Bachelor’s degree in business, engineering, operations, technology, or a related field required; MBA or advanced degree preferred.
• 7+ years of experience in operational excellence, commercial operations, service operations, sales operations, business transformation, consulting, or a related business function.
• Experience working in a medium‑to‑large industrial, technology, or services organization with matrixed global or regional operating structures.
• Strong understanding of Service Sales processes, including pipeline management, forecasting, renewals, contract attach, proposal development, account coverage, and commercial governance.
• Demonstrated ability to lead cross‑functional initiatives, align stakeholders, and drive execution through influence rather than direct authority.
• Strong analytical skills with the ability to translate data, process insights, and business performance trends into actionable recommendations.
• Advanced proficiency in Microsoft Word, PowerPoint, and Excel; experience with CRM, ERP, business intelligence, pipeline management, or sales reporting tools preferred.
• Strong project management skills, including the ability to organize work, manage priorities, create action plans, and drive execution across multiple initiatives.
• Excellent written, verbal, and presentation skills with the ability to communicate clearly with senior leaders, regional teams, and cross‑functional stakeholders.
• Strong customer focus, with the ability to connect process improvement efforts to customer outcomes, service continuity, commercial effectiveness, and business value.
• Ability to apply systems thinking to identify root causes, define process gaps, resolve business issues, and create scalable solutions.
• Comfort operating in ambiguity, adapting to new information, and leading through change in a fast‑paced global environment.
• Strong integrity, sound judgment, and ability to handle sensitive business topics with professionalism and objectivity.
• Ability to travel domestically and internationally as business needs require; travel may be up to 25%.

Preferred Experience

• Experience supporting Service Sales, Commercial Operations, Sales Operations, Service Transformation, or global operating model initiatives.
• Experience building or deploying sales governance models, operating cadences, KPI frameworks, manager routines, regional performance reviews, or QBR support materials.
• Experience with contract renewals, attach‑rate improvement, installed base processes, service pipeline governance, quote‑to‑order execution, or commercial process improvement.
• Familiarity with Lean, Six Sigma, Vertiv Operating System (VOS), or other continuous improvement methodologies.
• Experience developing enablement materials, playbooks, process maps, dashboards, executive updates, training content, or adoption support materials.
• Ability to translate strategic priorities into practical operating routines, role expectations, and performance measures that regional teams can execute consistently.

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].

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.