Senior Manager, Critical Support Operations, NA

Senior Manager, Critical Support Operations

This role will be based on-site in Phoenix, AZ.

The Senior Manager, Critical Support Operations provides direct people leadership for assigned Critical Support Specialist (CSS) personnel and is accountable for effective deployment, performance management, workload balance, career development and regional support across North America. The Senior Manager coordinates technical resources with business priorities and ensures field support is delivered consistently and effectively.

This role leads portfolio-level operational improvement work, including Operational Technical Assessments, corrective action governance, reliability improvement, maintenance and CMMS program effectiveness, alarm management, technical documentation, root cause investigations and cross-site support. The Senior Manager works closely with site and regional leaders to convert identified risks into prioritized, measurable and sustainable corrective actions.

Essential Job Functions

• People Leadership and Resource Management
• Provide direct leadership, coaching, performance management and career development for assigned CS O personnel.
• Plan and coordinate regional deployments based on operational risk, site needs, project priorities and available technical expertise.
• Balance workloads across the team, establish clear priorities and maintain accountability for commitments and deliverables.
• Conduct performance reviews, develop individual growth plans and support succession planning for critical technical capabilities.
• Promote a culture of safety, ownership, collaboration, technical rigor and continuous improvement.
• Operational Technical Assessments and Corrective Actions
• Lead and oversee consistent execution of Operational Technical Assessments across the North American portfolio.
• Ensure assessment methodologies, documentation, risk classification and reporting are applied consistently.
• Review findings with site and regional leadership and prioritize corrective actions based on safety, reliability, customer and operational risk.
• Monitor corrective actions through completion, including work order or change tracking, validation of closure evidence and escalation of stalled items.
• Identify recurring and systemic findings and convert lessons learned into portfolio standards, training and improvement initiatives.
• Reliability and Technical Support
• Assign CS S support for remote troubleshooting.
• Coordinate CSS deployment for major maintenance, repairs, commissioning, operational readiness and critical incident response.
• Promote qualified in-house technical execution where practical to improve response time, build organizational capability and create cost avoidance without compromising safety or quality.
• Business Partnership and Reporting
• Partner with Site Operations, Engineering, Construction, Commissioning, Asset Management and regional leadership on cross-functional priorities.
• Prepare concise executive reports for corrective action updates and recommendations for leadership review.
• Support the Director's strategic initiatives for operational excellence, portfolio growth, technical capability development and risk reduction.
• Perform other duties as assigned in support of safe, reliable and efficient mission-critical operations.

Job Requirements

• Minimum ten years of experience in mission-critical facilities, data center operations, engineering support, maintenance management, commissioning or a related technical field.
• Minimum five years of progressive leadership experience managing or directing technical personnel in critical infrastructure environments.
• Demonstrated knowledge of mission-critical electrical, mechanical and controls systems, including medium-voltage distribution, switchgear, transformers, generators, UPS systems, PDUs, chillers, cooling towers, pumps, air-handling equipment, BMS and EPMS platforms.
• Experience leading technical assessments, operational audits, corrective action programs or multi-site operational improvement initiatives.
• Working knowledge of CMMS platforms, preventive and corrective maintenance programs, work order governance, maintenance planning and asset lifecycle practices.
• Strong understanding of MOP, SOP and EOP development and execution, critical environment work controls, risk management and safe work practices.
• Proven ability to analyze technical information, identify systemic risk, establish priorities and drive actions to sustainable closure.
• Excellent written and verbal communication skills, including the ability to present technical risks, recommendations and business value to site teams and senior leadership.
• Demonstrated ability to lead geographically dispersed teams, coordinate competing priorities and build effective cross-functional partnerships.
• Ability to travel on short notice across North America and provide support outside normal business hours in support of critical operational events, investigations, and business priorities.
• Travel is expected to be between 15% - 20% domestically and internationally as business needs require.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Additional Details

• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
• Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

Vantage is an Equal Opportunity Employer.