Global Service Technology Project Manager

Vertiv•Westerville, OH

About The Position

The Project Manager – Service Technology leads the planning, execution, governance, and global deployment of technology-enabled initiatives that transform service delivery, technician productivity, customer experience, and lifecycle support. Part of Global Services and the Global Services PMO, this role partners with Product Management, Engineering, IT, Digital Solutions, regional services, and other stakeholders to ensure service requirements are incorporated into technology solutions from concept through deployment and operational transition. The role 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 future service delivery. It establishes project structure, drives execution, manages dependencies and risks, coordinates regional readiness, and ensures solutions transition effectively into Global Services operations. The position also supports portfolio prioritization and capacity planning, tracks project financial and resource performance, coordinates vendors, and helps improve Global Services technology standards, playbooks, processes, and deployment methodologies. Success is measured by effective delivery and adoption, deployment readiness, improved service outcomes, and sustainable transition into operations.

Requirements

Bachelor's degree in Business, Engineering, Information Technology, Operations, Project Management, or a related field.
At least 5 years of project or program management experience in a complex global organization.
Demonstrated experience leading cross-functional technology, digital transformation, service, or operational improvement initiatives.
Experience managing projects across multiple regions and functional organizations.
Strong understanding of project management methodologies, governance, risk management, and change management.
Demonstrated ability to manage multiple projects and priorities in a matrixed environment.
Strong communication, facilitation, presentation, and stakeholder-management skills.
Experience working with technology, digital, data, or enterprise systems teams.

Nice To Haves

PMP, PMI, PRINCE2, Lean Six Sigma, or equivalent certification.
Experience in field service, industrial technology, manufacturing, data center, infrastructure, or B2B technology environments.
Experience with AI, analytics, connected products, IoT, digital platforms, or enterprise technology transformation.
Experience leading global technology deployments and adoption programs.
Experience with Agile, hybrid, or waterfall project methodologies.
Experience with Jira, Confluence, Smartsheet, Power BI, SAP, Oracle, Snowflake, Microsoft 365, or similar enterprise tools.
Master's degree in Business, Technology, Engineering, Operations, or a related discipline.

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 workstreams, dependencies, vendors, and cross-functional stakeholders; drive accountability and resolve execution barriers.
Manage project risks, issues, decisions, assumptions, dependencies, and change requests.
Translate Global Services and field-service requirements into actionable technology project requirements and validate solution requirements with relevant teams.
Ensure service processes, technician workflows, customer requirements, data needs, and operational impacts are incorporated into solution design.
Coordinate Service Design and technology readiness activities and resolve gaps between technology capabilities and operational service requirements.
Lead global deployment planning and coordinate regional readiness, including process alignment, user acceptance testing, training, communications, documentation, support models, and adoption.
Establish launch criteria and readiness assessments, coordinate hypercare and stabilization, and incorporate lessons learned into subsequent releases and deployments.
Follow the Global Services PMO governance framework and project lifecycle; prepare status reports, executive summaries, dashboards, risk escalations, and decision materials.
Facilitate governance meetings, escalate critical issues, maintain visibility into project health and outcomes, and support portfolio prioritization and capacity planning.
Lead initiatives to improve technician productivity, service efficiency, customer experience, and operational scalability through digitalization, automation, AI, analytics, and connected technologies.
Establish measurable benefits and KPIs, use project and operational data and user feedback to identify improvements, and support continuous improvement of standards and deployment methods.
Serve as the Global Services project management point of contact; build stakeholder relationships, communicate complex issues, provide fact-based recommendations, and drive alignment across global and regional stakeholders.
Develop and manage project budgets and resource requirements where applicable; track financial performance, benefits, and resource utilization.
Coordinate external technology partners, vendors, and implementation resources, ensuring vendor deliverables meet scope, quality, timeline, and Global Services requirements.