Project Manager - Software Tools

The Project Manager - Software Tools leads the planning, execution, and delivery of software tools that improve service productivity, service readiness, and customer outcomes. This role focuses on managing projects and cross-functional initiatives in direct support of successful rollout. The role partners closely with Global Service Platform, Service Operations, Technical Support, PMO, Engineering, Product Management, and global stakeholders to ensure the successful deployment, adoption, and continuous improvement of efficiency software tools.

Key Responsibilities

• Own the end-to-end delivery and deployment of efficiency software tool initiatives, including scope, schedule, resources, risks, and dependencies in Americas.
• Develop and maintain project plans, timelines, and deliverables aligned with service strategy and business priorities.
• Establish project governance, cadence, and executive-level status reporting.
• Lead or support the global rollout of regional best practices and processes.
• Lead requirements gathering across service operations and technical support, engineering, and other stakeholders.
• Work very closely with IT Security and NPDi team to ensure new software deployment white listing.
• Drive alignment across global and regional stakeholders and resolve execution road blocks.
• Lead UAT planning and execution, including test scripts, defect tracking, and readiness sign-off.
• Drive pilot programs, phased rollouts, change management, and training coordination.
• Ensure successful adoption through clear communication and post-deployment support strategies.
• Define and track KPIs to measure adoption, productivity gains, data quality, and user experience.
• Establish structured feedback loops and manage enhancement roadmaps.
• Identify opportunities to scale best practices and process improvements globally.
• Coordinate development of operational procedures, workflows, and troubleshooting guidance.
• Partner with Legal, IT Security, and Compliance to ensure secure, compliant deployment of Vertiv proprietary content in restricted customer environments.
• Support IT and end users with TKO‑related (CCEK) password, access, and software issues, acting as a knowledgeable escalation and resolution point.
• Full Phase out tentative YE26.
• Gather and evaluate requirements for new software and technologies to improve field efficiency, service quality, and data accuracy.
• Act as a cross‑functional liaison between IT, Engineering, and Services, translating field operational needs into actionable technical solutions aligned with business objectives.

Qualifications

• Bachelors degree in Engineering, Computer Science, Business, or related discipline, or equivalent experience.
• Experience supporting service operations or field service organizations.
• Demonstrated project management experience with cross-functional teams.
• Strong communication, organizational, and analytical skills.
• Formal project management training or certification preferred.
• Experience leading software deployments and UAT.
• Knowledge of service tools, digital workflows, or enterprise platforms.
• Lean or continuous improvement experience.

Working Conditions

• Reactive, fast paced environment.
• Up to 25% Domestic and international Travel Required.
• May work remote.