Service Operation Business Manager

Vertiv Group • Westerville, OH

8h

About The Position

The Service Operation Business Manager will oversee the execution and successful delivery of services by monitoring cross-functional processes to ensure accuracy and efficiency. This role involves coordinating efforts across various departments to enable seamless service operations and consistent performance. This role will be responsible for successful planning, development and execution of complex and strategic process improvement programs within service operations. This includes improving processes, tools, training and governance for critical service processes. In this role, you will drive operational strategy, lead and mentor teams, and champion initiatives that elevate customer satisfaction and strengthen long‑term customer loyalty. This position requires providing focused direction and communication to align with the company's mission and vision.

Requirements

• BS or BA Degree
• Minimum Experience: 5-7 years’ experience ideally in Lean Six Sigma and Continuous Improvement projects
• Proficient in using word processing, spreadsheet, statistical analysis, and presentation software
• Ability to interact with all levels within the organization
• Ability to work within a matrix management environment
• Work with minimal supervision
• Proven track record of operational execution
• Working knowledge and proven application of the principles and philosophies of Lean Six Sigma
• Ability to understand customer / client issues and creatively apply solutions to real-world issues
• Project Management Skills - Ability to organize and schedule people and tasks; Use goals to guide actions and create detailed action plans; manage multiple projects
• Ability to foster cross-team learning and team building skills
• Execution orientated, with a strong sense of urgency around tangible results
• Able to demonstrate leadership without formal authority
• Strong written and oral communication / presentations skills
• Work well in a team environment, with sound negotiation and issue resolution skills
• Ability to learn and apply new concepts
• Ability to stay objective and fair when dealing with sensitive situations; Find a win-win approach
• Strong customer focus - understand what drives customer satisfaction and prioritize customer needs
• Ability to assume a role of authority as necessary; advocate new ideas, even when risk is involved; delegate responsibility and empower teams to make decisions; provide constructive feedback to others
• Ability to apply systems thinking to generate solutions; focus on process rather than isolated events; Use tools to define problems; Be systematic in identifying problem areas and opportunities
• Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations.
• Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others.

Responsibilities

• Responsible for the end to end ownership of the Service Request. This includes the creations of the SR (install base), scheduling & planning, execution, and closure.
• Lead projects aimed at optimizing service delivery, enhancing operation efficiency, and driving innovation across the service operation organization.
• Close collaboration with other departments like field operations, IT, continuous improvement and other functional areas to ensure seamless integration and execution of improvement initiatives.
• Inspire and motivate teams, drive change, and foster a culture of continuous improvement.
• Plan, facilitate, and manage business process improvement.
• Identifies gaps in performance verses best practices and then works with all levels of the organization in establishing and executing a strategy for improvement.
• Assists with the assessment of the current state of the operations/department work and helps develops future state vision and drives and monitors the implementation plan.
• Facilitates the prioritization, scope and planning of specific improvement projects coming voiced by the business.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees