Job DescriptionRole SummaryThe Global Field Service Operations leader role owns how field service business is operated globally. It sets one operating model for safe, high-quality, cost-effective service and adapts it to regional realities. The leader drives a globally distributed team of leaders and is accountable for branch/service center level customer satisfaction, service margin and technician productivity. The role also supports growth: field visits are among the most valuable customer touchpoints, and clean asset and visit data feeds attach, renewals and installed base (IB) capture.
Key Responsibilities
Global Operating model and standards- Define and govern global standards for service operations, including processes, KPIs, escalation paths, documentation & reporting, allowing for regional variation.
- Develop a service framework for service centers to operate providing guidance on direct and indirect resource level to support field service business
- Map branch level processes end to end, share best practices across regions, and drive adoption of what works.
- Set the annual operating plan, capacity model and regional targets with regional leaders.
- Establish branch level service operations playbook
Service Delivery & Performance- Meet SLA commitments for response time, restoration time, first-time fix, repeat visits and preventive maintenance completion.
- Run global performance reviews and escalation management for critical customers and major incidents.
- Balance planned maintenance, emergency response and project work, so that peak periods a are staffed properly.
Workforce and capacity- Provide guidance on headcount, skills mix and coverage by region, including the split between employees, subcontractors and partners.
- Participate in regional initiatives on career paths and retention for Engineers and field leaders, working with HR to solve for scarce technical talent.
- Set up centralized or shared support (for example dispatch or backstop support) for smaller service centers that lack scale.
Financial performance- Partner with the regional leaders to drive productivity and initiatives to lower field cost per hour.
- Improve utilization, gross margin and cost per visit, and track warranty and billable work accurately.
- Support pricing and contract design with realistic cost-to-serve data.
. Customer experience and commercial partnership- Own service-related customer satisfaction and build a repeatable process for handling escalations and recovering unhappy customers.
- Work with sales enablement & growth on a simple, safe way to flag service opportunities and capture new IB before warranty expiry.
- Support renewals with visit history, asset condition and risk indicators.
Leadership- Lead across time zones, cultures and employment models, and set a consistent leadership standard.
- Present performance, risks and investment cases to executive leadership.
Required Qualifications
- Bachelor's degree in business, engineering, operations, technology, or a related field required; MBA or advanced degree preferred.
- 10+ years of experience in in field service, service operations or technical operations, with 5+ years leading multi-site or multi-country teams.
- Experience managing a global or multi-regional service organization, including leaders who lead other leaders
- Experience working in a medium-to-large industrial, technology, or services organization with matrixed global or regional operating structures.
- Strong understanding of service operations processes, including branch level planning, services support structure and field operations from request to closure.
- 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.
- 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.
- Ability to travel domestically and internationally as business needs require; travel may be up to 25%.
Preferred Experience
- Familiarity with Lean, Six Sigma, Vertiv Operating System (VOS), or other continuous improvement methodologies.
- Experience developing 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.
The successful candidate will embrace 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
Work AuthorizationNo calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
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