Global Service Technology Program Manager

The Program Manager – Field Technology is responsible for leading the global strategy, development, deployment, and continuous improvement of technology solutions that enable the field service organization.

This role sits within Global Services and serves as a strategic program leader connecting Field Service, Service Technology, Digital Solutions, IT, Product Management, Engineering, and regional service organizations to deliver scalable technology capabilities that improve technician productivity, service execution, customer experience, data visibility, and operational performance.

The Program Manager 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.

The role is responsible for establishing program governance, aligning global and regional stakeholders, managing interdependencies, measuring business outcomes, and ensuring technology investments translate into measurable improvements in field service operations.

This position requires approximately 25% global travel to support field deployments, regional stakeholder engagement, technology implementations, user adoption activities, operational assessments, and key program milestones.

Key Responsibilities

1. Field Technology Program Leadership

• Lead a portfolio of global Field Technology programs supporting the transformation of field service operations.
• Establish program strategy, objectives, roadmap, milestones, governance, resources, and success measures.
• Lead multiple interconnected projects and workstreams across Global Services, Technology, IT, Product Management, Engineering, and regional organizations.
• Establish program-level priorities, dependencies, risks, decisions, and escalation paths.
• Drive execution across complex, matrixed organizations without direct authority.

2. Field Service Technology Strategy

• Partner with Global Services leadership to define the future-state technology capabilities required to enable field service.
• Identify opportunities to improve technician productivity, service quality, customer experience, and operational scalability through technology.
• Develop and maintain a Field Technology roadmap aligned to business priorities and service transformation objectives.
• Evaluate emerging technologies including AI, automation, mobile applications, connected technologies, analytics, digital workflows, and knowledge solutions.
• Translate field-service business needs into technology initiatives, priorities, and investment requirements.

3. Global Deployment & Field Engagement

• Lead global deployment strategies for Field Technology capabilities across regions.
• Travel globally, as required, to support technology deployments, regional readiness, field assessments, user acceptance testing, and critical program milestones.
• Engage directly with field technicians, regional service leaders, and local stakeholders to understand operational needs and technology 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.

4. Connected Technician & Digital Field Experience

Lead programs supporting the digital experience of field service personnel, including:

• Connected technician applications and tools
• Digital service reporting and forms
• Technician workflow automation
• Mobile and field-service applications
• Digital troubleshooting and diagnostics
• Service knowledge and guided resolution
• AI-enabled technician support
• Field data capture and analytics
• Customer and service documentation
• Digital communications and collaboration
• Connected equipment and service technologies

Ensure solutions are designed around the actual field workflow and provide measurable value to technicians and customers.

5. Program Governance & Portfolio Management

• Establish and maintain governance for the Field Technology portfolio.
• Provide executive-level visibility into program health, risks, financial impact, resource requirements, dependencies, and business outcomes.
• Lead program reviews with Global Services and cross-functional leadership.
• Develop executive presentations, portfolio dashboards, status reports, and decision materials.
• Drive timely escalation and resolution of strategic issues.
• Support portfolio prioritization, resource planning, and investment decisions.

6. Business Value & Performance Management

• Establish measurable business outcomes for Field Technology investments.
• Develop KPIs related to technician productivity, adoption, service efficiency, quality, customer experience, and cost.
• Monitor benefits realization following deployment.
• Use field data, user feedback, operational metrics, and technology performance to identify improvement opportunities.
• Lead continuous improvement initiatives to maximize the value of deployed technology.

7. Cross-Functional Leadership

Serve as the Global Services program leader connecting:

• Global Services Leadership
• Regional Field Service Organizations
• Service Technology
• Digital Solutions
• IT
• Product Management
• Engineering
• Customer Experience
• Data & Analytics
• AI / Digital Transformation teams
• External technology partners and vendors

Build alignment across organizations and ensure field-service requirements remain visible throughout technology development and deployment.

8. Transformation & Innovation

• Identify and lead strategic initiatives that modernize field service delivery.
• Assess emerging technologies and determine potential application to field service.
• Support development of AI-enabled, data-driven, and digitally connected service capabilities.
• Develop pilots and proof-of-concepts where appropriate and establish pathways for enterprise scale.
• Create repeatable frameworks, standards, playbooks, and operating models for future Field Technology deployments.

Required Qualifications

• Bachelor's degree in Business, Engineering, Information Technology, Operations, Project Management, or related field.
• 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 as part of 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.

Preferred Qualifications

• PMP, PgMP, Lean Six Sigma, or equivalent certification.
• Master's degree in Business, Technology, Engineering, Operations, or 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.

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: 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 

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs.  Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No 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.

Equal Opportunity Employer

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