Senior Manager, Operational Excellence – Service Sales

Vertiv Group • Westerville, OH

2d • Remote

About The Position

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. The position will support the development and deployment of standardized Service Sales processes, governance routines, KPI frameworks, reporting cadences, and continuous improvement initiatives. Key areas of focus include Service Sales operating model execution, pipeline and forecast governance, contract attach performance, renewal discipline, quote readiness, commercial process adoption, and cross-functional alignment. This role requires strong collaboration across regions and functions, the ability to influence without formal authority, and a practical execution mindset. The ideal candidate will be comfortable translating strategic priorities into operating routines, performance measures, and field-ready enablement materials that support consistent execution across diverse global markets.

Requirements

• 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%.

Nice To Haves

• 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.

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.

Benefits

• Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
• OUR CORE PRINCIPALS : Safety . Integrity. Respect. Teamwork. Inclusion.
• OUR STRATEGIC PRIORITIES High-Performance Culture Customer Focus Operational Excellence Innovation Financial Strength
• VERTIV 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 Promote transparent & open communication

What This Job Offers

• Job Type: Full-time
• Career Level: Senior