Director Operations SEA

Director, Service Operations – South East Asia

Company: Vertiv

Business Unit: Services

Location: Asia (Regional)

Reports To: Vice President, Operations and Service Operations – Asia

Direct Reports: Country Service Directors / Regional Operations Leaders

Job Summary

The Director, Service Operations – SEA is responsible for leading Vertiv’s regional service delivery organization across SEA, ensuring safe, reliable, and efficient execution of lifecycle services supporting critical digital infrastructure.

This role drives operational excellence across field service, commissioning, maintenance, and technical support operations while ensuring strong financial performance, customer satisfaction, and service delivery consistency across multiple countries. The Director partners closely with Service Sales, Supply Chain, and regional leadership to scale service operations in support of Vertiv’s growth across hyperscale, colocation, enterprise, and telecommunications markets.

Key Responsibilities

Service Operations Leadership

Lead the regional service operations strategy across SEA to ensure consistent execution of Vertiv service standards.

Oversee field service operations including installation support, commissioning, preventive maintenance, and emergency service response.

Ensure service operations are aligned with regional growth priorities and customer requirements.

Operational Performance

Establish and monitor operational KPIs including safety performance, SLA compliance, technician utilization, and customer satisfaction.

Drive continuous improvement initiatives to improve service efficiency, productivity, and operational quality.

Standardize operational processes and best practices across countries.

Workforce Leadership

Lead and develop a geographically distributed service workforce across SEA including field engineers, technicians, and service operations teams.

Implement workforce planning strategies to support increasing service demand.

Ensure strong technical competency through training and certification programs.

Customer Experience

Ensure delivery of high-quality lifecycle services supporting mission-critical infrastructure uptime.

Support executive customer engagement for key strategic accounts.

Lead escalation management for major service incidents.

Financial Performance

Drive operational discipline to support service revenue growth and margin improvement.

Partner with Service Sales leadership to ensure profitable execution of service contracts.

Optimize service delivery cost structures including labor productivity and parts utilization.

Safety & Compliance

Promote a strong safety culture across all field service operations.

Ensure compliance with regulatory, environmental, and company safety standards.

Implement operational risk management practices for service delivery.

Technology & Digital Tools

Drive adoption of digital service platforms including remote monitoring, predictive maintenance, and workforce management systems.

Utilize data analytics to improve service performance and operational visibility.

Organizational Relationships

Internal

VP Operations & Service Operations – Asia

Regional Service Sales Leadership

Regional Service Offering team.

Country Sales leaders

Technical Service Group

Global Services Leadership

Supply Chain and Logistics

Product Business Units

External

Strategic enterprise customers

Hyperscale and colocation operators

Channel partners and service providers

Qualifications

Education

Bachelor’s degree in Engineering, Business, or related discipline required

MBA or advanced degree preferred

Experience

15+ years experience in service operations, field service management, or technical operations

Significant experience managing large multi-country teams

Experience supporting mission-critical infrastructure environments preferred (data centers, power systems, thermal systems, telecommunications)

Skills & Competencies

Strategic leadership and operational management

Strong financial and commercial acumen

Customer-focused mindset

Change leadership and organizational transformation

Excellent communication and stakeholder management skills

Travel

This role requires regional travel across SEA (approximately 20–30%) to support operational oversight, customer engagement, and leadership alignment.