Program Manager - Digital Service Delivery

Brief Job Description: 

The Program Manager for Digital Service Delivery leads the end-to-end implementation and ongoing management of cloud-based digital services for customers, serving as the critical liaison between technical sales, customers, and cross-functional internal teams. This role ensures seamless deployment of digital service contracts from proposal through implementation and ongoing value demonstration, coordinating customer onboarding, equipment connectivity, and regular KPI reviews. As part of Vertiv's rapidly growing Digital Service Operations team, this position requires driving standardized processes, leading S&OP meetings to track opportunities and orders, and bridging technical monitoring teams with Customer Success Managers to maximize customer satisfaction, retention, and profitability while fostering operational excellence and continuous improvement.

Responsibilities: 

• Manage the complete lifecycle of digital service implementations from pre-sale technical support through post-installation value demonstration
• Support customers and sales teams with robust knowledge of service delivery, onboarding requirements, connectivity processes, and operational workflow
• Coordinate cross-functional stakeholders including customers, sales, remote monitoring engineers, security engineers, technical support, program management, and leadership
• Lead regular Sales and Operations Planning (S&OP) meetings to review open opportunities, recent orders, and ensure timely progress across all customer engagements
• Manage security review processes, gather required customer information, and facilitate equipment connectivity to digital platforms
• Ensure contractual obligations, service level agreements, and service asset commitments are met consistently
• Partner with Customer Success Managers to conduct regular KPI reviews demonstrating service value and driving customer loyalty and retention
• Develop and deploy repeatable processes, building a Vertiv "playbook" for digital service delivery excellence
• Audit service operations effectiveness, analyze performance data, and implement improvements to enhance customer satisfaction and onboarding efficiency
• Capture lessons learned to improve future implementations and establish metrics for internal and external stakeholders around Time to Connect, Mean Time to Repair, First Time Fix Rate, Operational Cost Savings, etc.
• Champion continuous improvement initiatives by identifying recurring issues and driving systemic enhancements across design, validation, and service processes
• Escalate decisively when timelines, quality, or customer commitments are at risk, supporting executive-level conversations when required
• Participate in customer meetings, internal reviews, special projects, and strategic initiatives supporting departmental objectives

Required/ Minimum Qualifications: 

• Bachelor's in Engineering, Project Management, or related technical degree or related experience preferred
• 3-5 years of experience in program or project management
• Minimum of two years’ experience supporting cloud-based products, services, monitoring platforms, building automation, or remote diagnostics and monitoring solutions.
• Background in data center field operations or mission critical environments preferred
• Proven experience in customer-facing roles with demonstrated ability to manage complex stakeholder relationships
• Strong program/project management skills with ability to coordinate multiple teams and deliverables for timely completion while balancing competing priorities
• Expertise in KPI development, tracking, and performance management
• Strong analytical skills to assess operations, identify improvement areas, and implement effective changes
• Demonstrated ability to drive process improvement and operational excellence initiatives
• Experience with contract management, service level agreements, and customer satisfaction planning
• Excellent communication skills and customer service mindset with the ability to support executive-level customer conversations and the resolution of complex technical and operational issues
• Decisive escalation management and problem-solving capabilities
• Experience building and energizing teams to deliver high-quality, cost-efficient, customer-directed service
• Detail‑oriented, self‑motivated, and capable of working independently while maintaining alignment with leadership direction.

Physical & Environmental Requirements: 

• None

Time Travel Needed: 

• Occasional domestic and international travel is required, up to 10% of the time
• Must maintain a valid driver's license