Please note this role can be based within EMEA but with Frequent travel to and from Israel
The Program Manager – Strategic Account Israel is Vertiv's dedicated program leader for a key strategic customer account. This role serves as the Single Point of Contact (SPOC) for all Vertiv deliverables into the account, operating within an established governance model built on the principle of "One Customer • One Owner • One Process."
The position bridges internal Business Unit coordination and external customer governance, blending account management with operational coordination to ensure seamless delivery from implementation through commissioning and lifecycle handover.
Operating under a Hypercare Principle - where the Business Unit owns the outcome and Quality owns the system - this role is the connective tissue that ensures accountability, drives proactive resolution, and guarantees communication across all workstreams.
Key Responsibilities:
Account Ownership & Single Point of Contact
- Act as the single dedicated point of contact for senior customer stakeholders across all Vertiv deliverables
- Own end-to-end accountability for all Israel-based deployments and programmes
- Represent Vertiv across all customer engagement forums, governance reviews, and executive briefings
- Build and maintain trusted senior-level relationships with customer leadership - becoming the recognised face of Vertiv delivery
- Deputise for EMEA leadership where requested to oversee and resolve deployment issues
- Drive a culture of accountability and ownership across all internal teams engaged on the account
Internal Coordination & Governance
- Coordinate across all Vertiv Business Units to ensure aligned delivery per the established governance model
- Lead internal alignment meetings ensuring all BUs deliver against commitments and timelines
- Implement and maintain the governance framework including Root Cause Analysis (RCA), 8D problem-solving, KPI tracking, and CAPA verification
- Drive Quality Governance adherence - ensuring BU recovery ownership while maintaining systemic process compliance
- Manage cross-functional resource planning, prioritisation, and de-confliction across regions
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Collaborate with regional delivery teams to optimise coverage, share best practices, and ensure consistency of service across geographies
Proactive Resolution & Risk Management
- Identify risks early and drive pre-emptive resolution before escalation to the customer
- Manage escalations with urgency, coordinating internal resources for rapid resolution
- Anticipate customer needs and address potential gaps before they materialise
- Foster a culture where issues are surfaced early and resolved collaboratively - never hidden or deferred
Communication Guarantee
- Develop and execute a comprehensive communication strategy for the account
- Guarantee structured, timely, and transparent communication with customer and internal stakeholders
- Deliver regular governance reports, progress updates, and status briefings
- Ensure no communication gaps between BUs and customer - act as the single funnel of information
- Maintain a clear documentation trail of decisions, actions, and commitments
Continuous Improvement & Operational Excellence
- Drive continuous improvement initiatives across the programme, challenging the status quo
- Identify opportunities to improve delivery efficiency, reduce cycle times, and enhance customer experience
- Leverage cross-regional learnings and best practices to elevate account performance
- Champion process adherence and standardisation aligned to Vertiv operational frameworks
- Actively contribute to the evolution of Vertiv's strategic account delivery model
Business Compliance
All activities must comply with Vertiv's policies on Health & Safety, Environmental standards, International Trade Compliance, data protection, and applicable local regulatory requirements.
Key Interactions
Internal: Service & Technical Support, Thermal Business Unit, Power Business Unit, Infrastructure Solutions Business Unit, Operations & Supply Chain, Sales, Regional Delivery Teams, EMEA Management, Factories, Quality Governance
External: Senior customer stakeholders, Consultants, Contractors, End Users
Required Qualifications
- Relevant technical qualification (HND minimum) in mechanical or electrical engineering field
- Minimum 5 years of program/contract management experience in a complex delivery environment
- Project Management certification (Prince2, PMP, or equivalent) preferred
- Experience in critical infrastructure, data centre, or power solutions industry
- Proven track record as a dedicated single point of contact for major/strategic accounts
- Demonstrated ability to manage and influence senior stakeholders without direct authority
- Strong knowledge of governance frameworks and quality management methodologies
- Excellent written and verbal communication skills (English required; Hebrew advantageous)
- Strong organisational skills with the ability to manage multiple priorities concurrently
- Self-motivated with the ability to operate autonomously with minimal supervision
- Valid driving license
- Willingness to travel within EMEA as required
Preferred Experience
- International program management experience across multiple geographies
- Six Sigma or Lean certification
- Experience managing programmes with budgets exceeding $5M
- Multi-site and multi-region programme coordination
- Vendor and contract management experience
- Experience working within or alongside account management structures
- Background in cross-functional coordination across engineering, operations, and commercial teams
Working Conditions
- EMEA-based with regular travel to and from Israel
- International travel required occasionally with overnight stays
- Office, data centre, and construction site environments
Vertiv Core Principles
Safety • Integrity • Respect • Teamwork • Diversity & Inclusion
Strategic Priorities
Customer Focus • Operational Excellence • High-Performance Culture • Innovation • Financial Strength
Behaviours
Own It • Act With Urgency • Foster a Customer-First Mindset • Think Big and Execute • Lead by Example • Drive Continuous Improvement • Learn and Seek Out Development • Promote Transparent & Open Communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics, and ongoing services to enable its customers' vital applications to run continuously, perform optimally, and grow with their business needs. Vertiv solves the most important challenges facing today's data centres, communication networks, and commercial and industrial facilities with a portfolio of power, cooling, and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 27,000 people and does business in more than 130 countries.
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, colour, religion, creed, sex, pregnancy status, marital status, sexual orientation, gender identity, genetic information, national origin, disability, military and veteran status, and any other characteristic protected by applicable law.
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