Sr. Manager Services Technical Training

Brief Job Description: 

POSITION SUMMARY

The Senior Manager, Technical Learning and Development – Americas provides strategic leadership for the Westerville Academy, directly supporting the technical learning and development of all Field Service Engineers across the Americas. This role also supports visiting engineers from global regions, ensuring consistent delivery of world-class technical training and certification.

This leader is responsible for defining, developing, and managing technical learning curricula for service engineers across Vertiv’s Power, Thermal, Infrastructure Solutions, and IT business units. The role oversees the learning strategy that builds organizational capability, strengthens technical proficiency, and ensures appropriate certification pathways are available for employees, channel partners, and customers.

The Senior Manager leverages external industry trends and benchmarks, internal talent and organizational insights, needs assessments, and learning analytics to design and implement solutions aligned with Vertiv’s strategic business objectives. This position drives the processes, standards, and best practices that enhance the effectiveness, efficiency, and overall impact of learning solutions across the Americas Academies and Regional Training Centers (RTCs).

Additionally, this role is accountable for the operational and financial management of the Academy, including oversight of day-to-day operating expenses, resource utilization, and continuous improvement initiatives that ensure a high-performing, scalable learning environment.

This role serves as a critical enabler of Vertiv’s long-term business success by ensuring the company’s technologies are deeply understood across all business units and throughout the customer ecosystem. The effectiveness of Vertiv’s Service Teams remains a key differentiator in the critical infrastructure market. By developing world-class technical capability and certification standards, this position helps ensure Vertiv and its partners continue to be recognized as trusted advisors and strategic partners, delivering exceptional value and strengthening customer confidence worldwide.

RESPONSIBILITIES     

• Align with Vertiv leadership to execute L&D strategy, leveraging modern learning methodologies to achieve 100% product and line-extension training readiness.
• Continuously evaluate and integrate emerging learning technologies and methodologies to drive innovation and continuous improvement. 
• Partner with business leaders and HR stakeholders to define and deliver learning strategies that build future-ready organizational capabilities. 
• Ensure a safe, compliant, and well-maintained training environment across all Americas Academies and Regional Training Centers (RTCs). 
• Lead and scale Service Mentoring programs to strengthen capability within the Americas Service organization. 
• Own Lab Floor Readiness, ensuring training environments are equipped with current products and solutions to enable effective hands-on learning. 
• Drive performance improvement initiatives by identifying capability gaps and implementing targeted solutions (training, experience, or technology). 
• Oversee the design and delivery of commercial training offerings, including certification programs for customers and partners. 
• Support new product development and launch readiness, defining and executing learning plans aligned to Service enablement. 
• Establish governance and controls to ensure instructors and employees are qualified, certified, and prepared for their roles. 
• Develop and optimize business processes and metrics to ensure training systems meet customer, operational, and regulatory requirements. 
• Influence adoption of effective learning solutions by advising stakeholders on best-fit methodologies and measurable outcomes. 
• Design and maintain KPI dashboards to track L&D performance and demonstrate impact against defined success metrics. 
• Engage with auditors, regulators, and external partners as needed, including managing post-audit responses and actions. 
• Foster innovation and team development through targeted growth opportunities and strategic project assignments. 
• Ensure training infrastructure capacity, maintaining classrooms and facilities to meet current and future demand. 
• Manage capital and facility investment requests to support training delivery and long-term capability needs.

QUALIFICATIONS

Minimum Job Qualifications:  

• 10+ years of progressive responsibility in learning and development for technical services or comparable environment. 
• Proven track record of designing and delivering high-impact technical training programs, ideally focused on data center technologies, service operations, or field enablement.
• Demonstrated expertise in leading complex learning projects and enterprise-wide programs, including strategic planning, prioritization, resource management, and execution across multiple concurrent initiatives in fast-paced, results-oriented environments.
• Extensive experience developing, implementing, and scaling high-impact technical training programs, preferably within data center technologies, critical infrastructure, technical services, engineering, or operations environments.
• Strong organizational consulting capabilities, with the ability to assess business needs, identify capability gaps, and recommend learning solutions that drive measurable performance improvement.
• Exceptional analytical and problem-solving skills, including the ability to leverage data, metrics, and business insights to evaluate program effectiveness, demonstrate return on investment, and inform strategic decision-making.
• Proven ability to influence, collaborate, and build credibility with stakeholders at all levels of the organization, including executive leadership, functional leaders, and technical subject matter experts.
• Excellent communication and presentation skills, with the ability to effectively navigate ambiguity, lead through change, and translate complex concepts into clear, actionable recommendations.
• Demonstrated success managing competing priorities, resolving conflicts, and driving alignment among diverse stakeholder groups while maintaining focus on organizational objectives.
• Experience utilizing learning management systems (LMS), content management platforms, learning analytics tools, and modern learning technologies to support scalable training delivery and learner engagement.
• Strong understanding of training governance, compliance requirements, and applicable regulations related to workforce development, certification, and technical training programs.
• Proven ability to establish performance metrics, dashboards, and reporting processes that measure learner effectiveness, operational impact, and business outcomes.
• Experience leading continuous improvement initiatives and applying data-driven methodologies to enhance program quality, efficiency, and learner performance.

• Willingness and ability to travel approximately 20%, including domestic and international travel, to support global learning initiatives and stakeholder engagement.

  
  

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree in related fields such as Learning and Development, Operations, Computer Science, Engineering or Business Management if combined with extensive technical experience in the Power or Thermal line of business 
• Instructor or Instructional design certification or education required 
• Project Management, Electrical Health and Safety certifications a plus

PHYSICAL REQUIREMENTS

• No Special Physical Requirements

TRAVEL TIME REQUIRED 

• 10-20%