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