Service Management & Operational Performance Manager, NA

About Vantage Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Business Operations Department As a part of the Vantage Operations team, the Business Operations department is responsible for ensuring standards for operation performance, maintaining customer leases, producing monthly customer electivity bills, generating regular reports, and supporting Operational Effectiveness. The Business Operations department also works closely with all Vantage departments to ensure customer success from the construction process through daily operations and delivery activities.

Position Overview We are seeking a highly skilled Service Management & Operational Performance Manager with critical operations experience to support Operational Analytics, Reporting, and Service Management Performance across North America Critical Facility Operations. This role is accountable for implementing and maintaining operational reporting and service-management analytics within established frameworks, enabling leaders to make informed decisions that improve operational performance, compliance, and business outcomes.

This role will provide advanced support for operational metrics, reporting solutions, and Service Now-based workflow analytics. This role executes and maintains operational reporting products within the Business Operations Organization supporting Field Service, Change Management, Incident Management, Problem Management, Availability reporting, workforce performance insights, and process compliance across the North American portfolio.

Working across Site Operations, Business Operations, Reliability Engineering, Service Management, and senior leadership teams, this position will lead complex cross-functional projects and initiatives that improve data quality, reporting effectiveness, process adoption, and operational performance. The successful candidate will implement established standards, recommend reporting enhancements, deliver actionable insights, and resolve complex business and technical challenges impacting regional operations.

The ideal candidate possesses strong business acumen, critical operations experience, advanced analytical capability, and expertise in translating operational requirements into effective reporting and process-improvement solutions. Experience working with Service Now, enterprise analytics platforms, and operational performance initiatives is highly desirable.

This role will be based in:
Denver, CO, Ashburn, VA and New Albany, Ohio and is in alignment with our flexible work policy. (3 days on site required, 2 days flexible).Essential Job Functions Education and Operational Experience Bachelor's degree in Data Analytics, Computer Science, Information Technology, Business Information Systems, Engineering, or a related field.
5+ years of experience in data center operations, critical operations, service management, or similar operational environments.
5+ years of experience in business intelligence, analytics, reporting, business analysis, or related disciplines.

Demonstrated experience leading large-scale reporting, analytics, or operational improvement initiatives with measurable business outcomes.

Service Management and Reporting Advanced understanding of ITIL practices including Incident, Change, Problem, Event, and Service Management processes.

Strong experience supporting KPI development, operational performance reporting,…