Job Description

Senior Manager – Thermal - Service Operations

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 solid 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.

- Solid 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.

📌 Sr. Manager Field Service (India)
🏢 Vertiv
📍 India