Sr. Manager Field Service

Job Description

Job Title: Thermal Operations Head - India

Department: Thermal Management Services

Experience Required: 15+ Years

Job Purpose

Lead and drive the overall Thermal Service Operations business across India, including Service Delivery, Installation and Commissioning (I&C), Technical Support, Inventory Management, Franchisee Operations, Capability Development, Continuous Improvement Programmes (CIP), and EHS / Safety compliance. The role is responsible for operational excellence, customer satisfaction, team capability, profitability, and business growth across all regions.

Key Responsibilities

Service Operations Leadership

• Lead PAN India Thermal Service Operations across all regions.

• Develop and execute operational strategies aligned with business objectives.

• Drive service excellence, operational efficiency and customer satisfaction.

• Monitor service KPIs, productivity, quality and profitability across regions.

Installation and Commissioning Leadership

• Provide leadership for COLO and Non-COLO I&C operations across India.

• Ensure I&C activities are executed as per Vertiv standards, checklists and approved procedures.

• Review project risks, resource allocation, quality and execution performance

• Drive project completion, customer handover and operational readiness

Service Delivery Management

• Manage warranty, AMC, break-fix, project and technical support activities.

• Improve field service productivity, response performance and SLA compliance.

• Establish governance reviews and performance monitoring mechanisms.

• Drive customer satisfaction and service quality improvement initiatives.

Technical Support and Capability Development

• Strengthen troubleshooting capability and technical governance.

• Drive competency development, certifications and technical readiness programmes.

• Build succession plans and future leadership capability within the Thermal Service organisation.

Inventory and Supply Chain Management

• Drive national spare parts and inventory management strategies.

• Ensure material availability for service and project execution.

• Monitor inventory health, utilisation, forecasting and replenishment planning.

• Improve inventory governance, process discipline and operational controls.

Franchisee and Partner Management

• Manage PAN India service and I&C franchisee ecosystem.

• Ensure franchisees comply with technical, quality, safety and operational standards.

• Drive partner capability development, training, audits and governance reviews.

• Support franchisee expansion, onboarding and operational readiness.

EHS and Safety Leadership

• Ensure compliance with EHS, safety and statutory requirements across service operations.

• Promote a zero-harm safety culture across all regions and project sites.

• Review safety audits, toolbox talks, PPE compliance and risk assessments.

• Drive corrective and preventive actions for safety improvement.

Continuous Improvement and Digital Transformation

• Lead Continuous Improvement Programmes across Thermal Services.

• Drive process standardisation, automation, dashboards and digital tools.

• Implement RCA, CAPA, lessons learnt and best practice sharing.

• Improve operational efficiency, quality and customer experience.

Financial and Business Management

• Manage operational budgets, resource utilisation and productivity improvement.

• Support business growth, margin improvement and cost optimisation.

• Review regional performance and drive corrective actions.

• Support strategic planning and organisational growth initiatives.

Required Qualifications

• MBA / ME / Bachelor's Degree in Mechanical, Electrical, HVAC, Thermal Engineering or related field.

• 15+ years of experience in Service Operations, Data Centre Infrastructure, HVAC, Thermal Management or Critical Infrastructure Services.

• Proven experience leading large multi-location service organisations and cross-functional teams.

Key Skills Required

• Service Operations Management.

• Thermal Service Business Leadership.

• Installation and Commissioning Management.

• Technical Support Leadership.

• Service Delivery Excellence.

• Inventory and Supply Chain Management.

• Franchisee and Partner Management.

• EHS and Safety Governance.

• Continuous Improvement Programmes.

• Financial and Resource Management.

• Customer Relationship Management.

• Team Building and People Development.

Key Deliverables

• PAN India operational performance achievement.

• Successful execution of service and I&C projects.

• High customer satisfaction and SLA compliance.

• Strong franchisee governance and capability.

• Inventory optimisation and material availability.
• Safe operations with strong EHS performance.

• Sustained business growth and productivity improvement.

Success Measures

• Improved service quality, productivity and operational efficiency.

• Timely completion of I&C and service delivery milestones.

• Strong safety culture and reduction in EHS non-compliances.

• Effective inventory control and spare parts availability.

• Improved franchisee performance, compliance and capability.

• Positive feedback from customers, regional teams and leadership.