Senior Director, Operations Process Excellence & Scale, NA

About Vantage Data Centers

Vantage Data Centers 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.

Operational Excellence Department

The Operational Excellence team establishes the systems, governance, and capabilities that enable Vantage to operate at scale across North America with reliability, consistency, and speed. We strengthen the scalability and performance of NA Operations: Solutions Engineering, Design Integration, Mission Critical Operations, and Customer Experience- by partnering with leaders and global functions to execute the Operations Plan of Record, standardize operating models, drive process excellence, enable data-informed decisions, and embed disciplined transformation and continuous improvement.

Operational Excellence at Vantage is hands-on and outcome-driven. We combine portfolio governance, systems thinking, operational rigor, and human-centered enablement to reduce friction, increase predictability, and accelerate performance. Our team members lead high-impact initiatives, shape cross-functional execution, and directly influence how Vantage delivers on its growth, operational reliability, and customer commitments.

Position Overview

This role will be based in Denver, CO. Following our flexible work policy (3 days in-office, 2 days flexible).

The Senior Director, Operations Process Excellence & Scale defines and stewards the North America Operations Process System to enable disciplined, scalable execution across Vantage’s growing data center portfolio.

This role establishes the architectural blueprint for how work flows across Mission Critical Operations, Design Integration, Sales Engineering, Customer Experience, and related NA functions. The leader owns the design, governance, and enterprise alignment of critical end-to-end workflows, ensuring clarity of standards, decision rights, and performance controls as North America continues to scale.

The role serves as the primary North America business leader for the ServiceNow enterprise portfolio roadmap and other strategic enterprise programs that enable operational process excellence across the data center portfolio. The Senior Director maintains accountability for harmonizing processes and systems across the global ecosystem while anchoring execution discipline within North America.

Operating globally and across regions, this leader evaluates and optimizes end-to-end processes enterprise-wide to ensure alignment with a unified, scalable operating model. The role partners closely with Portfolio Management, Enterprise Architecture, Global IT, Global Process Owners, and regional business stakeholders to drive coherence, reduce operational friction, and support efficient growth.

Essential Job Functions

Enterprise Process Strategy & Portfolio Leadership

• Serve as primary NA business leader for the ServiceNow enterprise portfolio roadmap as it relates to operational process excellence
• Evaluate and optimize end-to-end operational processes across North America in alignment with enterprise standards
• Harmonize workflows and enabling systems across regions to reduce operational fragmentation
• Partner with Portfolio Management and Enterprise Architecture to align operational process roadmaps with long-term technology strategy
• Identify modernization opportunities including application rationalization, workflow automation, and governance improvements
• Advance NA-developed standards globally when they demonstrate scalability and measurable value
• Result: A unified, scalable operating model that supports rapid portfolio expansion while reducing complexity and friction.

Workflow Architecture & Process Standards

• Define and steward critical end-to-end workflows across North America Operations
• Establish clear process standards, execution requirements, and ownership boundaries
• Clarify decision rights, handoffs, and escalation paths across sites and functions
• Design workflows that reflect real operational conditions within data center environments
• Embed structured improvement mechanisms within operational workflows
• Establish scale-readiness criteria for workflows as portfolio complexity increases
• Result: Clear, standardized workflows consistently executed across NA Operations.

Process Governance & Operational Scale

• Design and lead governance mechanisms for material process changes impacting operational performance
• Define where enterprise consistency is required versus where local flexibility is appropriate
• Establish structured forums and controls for workflow modification and validation
• Ensure new or modified workflows are executable in live operational environments prior to scaling
• Reduce recurring breakdowns by strengthening governance discipline
• Result: Growth reinforces alignment and reduces operational risk.

Systems Alignment & Enterprise Integration

• Define North America workflow requirements that inform configuration of enterprise systems, including ServiceNow (Incident, Problem, Event, Change Management, Case Management)
• Partner with Service Support, Enterprise Architecture, and Global IT to ensure system workflows align with NA standards
• Identify and resolve misalignment between process design and system behavior
• Collaborate with Global Process Owners to align regional standards with enterprise frameworks where value is created
• Support reduction of technical debt and total cost of ownership through disciplined process and system harmonization
• Result: Operational systems reinforce standardized workflows and enable reliable execution across sites.

Process & Performance Alignment

• Define measurable control points within critical workflows
• Partner with the Data Strategy team to align workflow standards with performance visibility
• Ensure process governance is supported by appropriate KPIs and operational insight
• Validate that performance metrics reflect how work is actually executed in NA Operations
• Strengthen the linkage between workflow discipline and operational reliability
• Result: Workflow standards, governance mechanisms, and performance visibility operate in structural alignment.

Additional Duties

• Handle additional duties as assigned by management

Job Requirements

Education: 

• Bachelor’s degree required
• Master’s degree in Business, Engineering, Operations Management, or related field preferred
• Lean, Six Sigma, ITIL, or equivalent process certification preferred

Experience: 

• 15+ years of progressive leadership experience in enterprise-scale operational transformation, process governance, or technology-enabled operations
• Experience architecting and harmonizing workflows across multi-site, complex operational environments
• Direct experience within data center operations, mission critical environments, or similarly high-reliability operational settings strongly preferred
• Experience leading or partnering on enterprise workflow platforms such as ServiceNow
• Background in application modernization, ITIL-aligned service management, systems rationalization, or enterprise portfolio governance
• Experience operating within structured portfolio delivery models such as SAFe or equivalent
• Demonstrated success influencing executive stakeholders and leading cross-functional, matrixed organizations
• Deep familiarity Data Center Operations workflows, systems, governance mechanisms, and operating rhythms strongly preferred

Skills:

• Enterprise systems thinking and workflow architecture
• Portfolio governance and modernization strategy
• Ability to align process design with enabling technology platforms
• Strong understanding of ITIL-aligned service management principles
• Governance design and scale-readiness evaluation
• Executive presence with the ability to influence without direct authority
• Ability to build and empower matrixed process ownership structures
• Strong collaboration across Operations, Technology, Architecture, and Data teams
• Ability to balance operational urgency with disciplined execution standards
• Clear communication, decision-right clarity, and structured problem solving
• Travel required is expected to be up to 20%, but may increase over time as business evolves 

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

• Salary Range: $240,000 - $250,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)
• 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.

#LI-HM1

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.

We’ll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon—we’re excited to find the right person and will keep the role open until we do!