Global Service Technology Program Manager

Vertiv•Westerville, OH

About The Position

The Program Manager – Field Technology leads the global strategy, development, deployment, and continuous improvement of technology solutions for the field service organization. Within Global Services, this strategic program leader connects Field Service, Service Technology, Digital Solutions, IT, Product Management, Engineering, and regional service organizations to deliver scalable capabilities that improve technician productivity, service execution, customer experience, data visibility, and operational performance. The role owns a portfolio of field technology initiatives and leads complex, cross-functional programs from strategy and requirements through solution development, global deployment, adoption, stabilization, and continuous improvement. It establishes program governance, aligns global and regional stakeholders, manages interdependencies, measures business outcomes, and ensures technology investments deliver measurable operational improvements. Approximately 25% global travel is required to support field deployments, regional engagement, implementations, adoption activities, operational assessments, and program milestones.

Requirements

Bachelor's degree in Business, Engineering, Information Technology, Operations, Project Management, or a related field.
At least 7 years of experience in program management, technology transformation, field service, operations, digital transformation, or a related discipline.
Demonstrated experience leading complex, global, cross-functional programs.
Experience managing multiple projects and workstreams within a larger portfolio.
Experience working across technology, operations, and business organizations.
Strong understanding of program governance, portfolio management, risk management, change management, and benefits realization.
Demonstrated ability to influence senior stakeholders in a matrixed global organization.
Strong executive communication, facilitation, analytical, and problem-solving skills.
Willingness and ability to travel globally approximately 25% of the time.

Nice To Haves

PMP, PgMP, Lean Six Sigma, or equivalent certification.
Master's degree in Business, Technology, Engineering, Operations, or a related discipline.
Experience in field service, industrial technology, data center infrastructure, manufacturing, or B2B technology.
Experience with AI, machine learning, IoT, mobile technology, enterprise applications, data analytics, or digital platforms.
Experience leading global technology deployments and organizational adoption.
Experience developing technology roadmaps and transformation strategies.
Experience managing technology vendors and strategic partners.

Responsibilities

Lead a portfolio of global Field Technology programs that support the transformation of field service operations.
Establish program strategy, objectives, roadmaps, milestones, governance, resources, and success measures.
Lead interconnected projects and workstreams across Global Services, Technology, IT, Product Management, Engineering, and regional organizations.
Set program priorities and manage dependencies, risks, decisions, and escalation paths; drive execution across matrixed organizations without direct authority.
Partner with Global Services leadership to define future-state technology capabilities and translate field-service needs into initiatives, priorities, and investment requirements.
Identify technology opportunities to improve technician productivity, service quality, customer experience, and operational scalability; maintain a roadmap aligned with business priorities.
Evaluate emerging technologies, including AI, automation, mobile applications, connected technologies, analytics, digital workflows, and knowledge solutions.
Lead global deployment strategies and support regional readiness, field assessments, user acceptance testing, and key program milestones through travel and field engagement.
Engage technicians, regional service leaders, and local stakeholders to understand operational needs and adoption challenges.
Coordinate regional readiness, training, communications, support, and change management; establish launch criteria, readiness assessments, hypercare plans, and transition-to-operations processes.
Identify adoption barriers and drive corrective actions with regional leadership.
Lead programs for connected technician applications and tools, digital reporting and forms, workflow automation, mobile applications, troubleshooting and diagnostics, service knowledge, AI-enabled support, field data and analytics, documentation, communications, collaboration, and connected equipment and service technologies.
Ensure technology solutions reflect actual field workflows and provide measurable value to technicians and customers.
Establish and maintain governance for the Field Technology portfolio and provide executive visibility into program health, risks, financial impact, resources, dependencies, and outcomes.
Lead program reviews and develop executive presentations, portfolio dashboards, status reports, and decision materials; escalate and resolve strategic issues.
Support portfolio prioritization, resource planning, and investment decisions.
Define measurable outcomes and KPIs for technology investments, including technician productivity, adoption, service efficiency, quality, customer experience, and cost.
Monitor benefits realization and use field data, user feedback, operational metrics, and technology performance to identify improvements.
Lead continuous improvement initiatives to maximize the value of deployed technology.
Connect Global Services leadership, regional field service organizations, Service Technology, Digital Solutions, IT, Product Management, Engineering, Customer Experience, Data & Analytics, AI and Digital Transformation teams, and external technology partners and vendors.
Build cross-organizational alignment and ensure field-service requirements remain visible throughout technology development and deployment.
Lead strategic initiatives to modernize field service delivery; assess emerging technologies and their potential applications.
Support AI-enabled, data-driven, and digitally connected service capabilities; develop pilots and proofs of concept and establish pathways to enterprise scale.
Create repeatable frameworks, standards, playbooks, and operating models for future Field Technology deployments.