Site Based Program Manager

Site Based Program Manager

Under general direction, the Site Based Program Manager leads a field directed service business focused on safe work practice and operational excellence. Deploys and maintains standardized tools, systems and support for the assigned Site Based team. Manages resources to maximize customer satisfaction and improve productivity and profitability, delivers customer satisfaction plans including contract commitments, service level agreements, and service asset management. Effectively recruits, develops repeatable processes and ensures consistent customer delivery of Site-Based Services. Ensures overall operational excellence and contract profitability. Fosters a team environment while providing regular KPI performance feedback, development, and coaching. Requires business knowledge and a focus on continuous improvement.

Responsibilities

• Builds teams and programs needed to execute Service's Site Based contract delivery, parts management, training collateral, and new contract mobilization.
• Drives profitable contract deliverable initiatives through effective management of assigned assets (people, financial and material). Manages assigned people resources in a manner that meets or exceeds key performance goals (KPI's).
• Builds an environment that energizes team members to provide high quality, cost efficient, customer-directed service and exceed performance targets (KPI's).
• Ensures tools and processes are executed per established standards to achieve customer satisfaction at the most effective cost.
• Analyzes operations processes and provide recommendations for improvements. Analyzes service operations to identify improvement areas. Implements required changes.
• Leads local effort to drive and strengthen customer loyalty programs that secure and retain service contract customers.
• Drives Vertiv safety programs and policies while supporting an overall safe working environment.
• Drives operational review meetings, reviewing safety and operational excellence performance metrics.
• Executes other managerial responsibilities, i.e., hiring, performance reviews consistent with established business strategy. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with the appropriate matrix functional manager as required. Ensures a consistent level of coaching, which includes, monthly 1-1's and operational reviews.
• Primarily focused on the standards and new contract deployments across North America. This position leads the execution efforts of the field directed service business. Ensures consistency of delivery systems across the service centers.
• Manages the roll out of Site Based Service contract with supervisors and technicians with a focus on delivering best in class thermal services delivery. As new contracts are deployed, the Deployment Leader will execute the Vertiv "playbook" for effectively implementing and executing a Site Based delivery model.
• Audits the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed, and customer satisfaction is achieved.

Qualifications