Vice President, Global Services Operations & Excellence

Job Description

The Vice President, Services Operations & Excellence serves as Fluence's executive leader responsible for leading and improving the operating model that enables safe, consistent, efficient, and scalable service delivery across the enterprise that is required to maximize the lifetime value of our customers' energy assets. This role balances operational rigor, intelligent automation, digital enablement, governance, workforce capability, and continuous improvement to improve productivity, service quality, customer outcomes, and business performance.

Reporting to the Vice President, Global Head of Services and Digital, this executive is accountable for the operational capabilities, technology platforms, governance, standards, and organizational readiness that enable regional Services organizations to execute successfully. Working closely with Product Management, Customer Success, Projects, Supply Chain, IT, and regional Services and Digital leaders, this role continuously improves how Services operates by leveraging data, automation, predictive analytics, and emerging AI capabilities to strengthen execution and deliver measurable business outcomes.

Key Responsibilities

Operational Excellence

• Own the global operational infrastructure backbone, ensuring consistent execution through clear standards, governance, and best practices including ITIL across all regions.
• Lead continuous improvement initiatives, leveraging automation, analytics, and AI to simplify operations, increase productivity, and improve customer outcomes.
• Establish and manage operational performance metrics and KPIs to drive accountability, operational effectiveness, and business performance.

Global Infrastructure, Security Management, & OT Governance

• Own the global operational infrastructure backbone supporting global Services and Digital operations, including cloud environments, enterprise and OT systems, lifecycle management, patching, access management, reliability, and scalability.
• Lead the Services operational cybersecurity program, ensuring effective security controls, vulnerability management, monitoring, incident response, and IT/OT access governance across customer and Fluence-managed environments.
• Establish and govern OT standards, cybersecurity compliance programs, and risk management frameworks, ensuring secure operations, regulatory alignment, and consistent deployment practices across all regions.

Fleet Performance & Reliability

• Lead Fleet Optimization, Maintenance Engineering, and Reliability Engineering activities to improve fleet reliability, system availability, and customer outcomes.
• Provide global technical leadership for complex network, controls, software, and asset performance issues, ensuring rapid diagnosis, root-cause resolution, & deployment of fleet-wide improvements.
• Leverage operational intelligence, predictive analytics, and continuous improvement programs to optimize maintenance strategies, reduce operational risk, and improve lifecycle asset performance.

Service Platforms Development

• Own the strategy, governance, and continuous improvement of Service Operations platforms, including Service Console, Customer Portal, workflow automation, operational analytics, and field technologies.
• Establish governance for platform adoption, process consistency, and data integrity while preparing the organization for emerging AI-enabled capabilities.
• Ensure operational platforms support standardized business processes, operational visibility, high-quality data, and scalable service delivery.

Digital Operations & Fleet Intelligence

• Lead the Digital Service Center, RMDC, and Digital Operations functions, ensuring scalable onboarding, remote operations, and operational support for Fluence and third-party assets globally.
• Provide 24/7 fleet monitoring, diagnostics, performance reporting, and remote issue resolution that improve asset availability, reliability, and customer outcomes across the global fleet.
• Leverage performance analytics, operational intelligence, automation, and AI-enabled insights to identify trends, accelerate problem resolution, optimize fleet performance, and continuously improve service delivery.

Capability and Training Development

• Establish competency frameworks, technical training, certification programs, and knowledge management practices that strengthen workforce capability.
• Build organizational capability that enables employees to effectively leverage intelligent automation, AI-enabled tools, and digital technologies while maintaining strong technical expertise.

Cross-Functional Leadership

• Partner closely with Product, Engineering, and Supply Chain (GID), Customer Success, Finance, IT, and zonal Services and Digital leaders to ensure operational capabilities evolve in alignment with business priorities.
• Champion a One Fluence operating model that integrates people, process, technology, automation, and data to improve execution and customer outcomes.
• Influence enterprise priorities through operational insights, performance analytics, and technology-enabled continuous improvement.

Leadership

• Serve as a member of the Global Services Leadership Team.
• Build and develop a high-performing organization focused on operational excellence, accountability, innovation, collaboration, and measurable business results that can scale to meet future business needs.
• Foster a culture that embraces continuous improvement, intelligent automation, AI adoption, and data-driven decision-making while maintaining operational excellence.

Qualifications

• 15+ years of progressive executive leadership experience in services operations, operational excellence, field service, industrial operations, engineering operations, or technology-enabled service organizations.
• Demonstrated success establishing and scaling operating models that improve productivity, operational performance, customer outcomes, and organizational capability.
• Experience leading digital transformation initiatives involving workflow automation, predictive analytics, AI-enabled technologies, enterprise platforms, or intelligent operations.
• Strong understanding of operational governance, continuous improvement methodologies, workforce capability development, and enterprise performance management.
• Experience partnering across multiple functions, including Product Management, Engineering, Customer Success, Supply Chain, IT, and regional operations to deliver enterprise-wide transformation.
• Bachelor's degree in Engineering, Business, Operations Management, or related field required.
• MBA or advanced degree preferred.

Key Competencies

• Operational executive with exceptional business and systems thinking capabilities.
• Proven ability to balance operational discipline with innovation and technology adoption.
• Strong leadership skills with the ability to influence complex, cross-functional organizations.
• Data-driven decision maker who leverages analytics, automation, and AI-enabled insights to improve operational performance.
• Strategic thinker capable of translating digital technologies into measurable value.
• Strong people leader with a demonstrated ability to build high-performing teams and organizational capability.
• Comfortable leading transformation while driving governance, accountability, execution, and continuous improvement.

Our Culture

At Fluence, our culture is the foundation that drives our ambitious growth strategy and fuels our mission to transform the future of energy. Our core cultural pillars empower us to innovate, collaborate, and lead with purpose, ensuring we continue to deliver unparalleled value to our customers and the world.

Unleash Voices

We believe every voice matters. We encourage openness, active listening, and decisive action to create a culture where everyone has the opportunity to contribute to our success. We foster an environment where diverse perspectives are heard and valued, driving innovation and progress.

Customer Fluent

Our customers are at the heart of everything we do. We're committed to delivering exceptional value that exceeds expectations by understanding our customers' needs and adapting swiftly to meet them. Our deep focus on customer satisfaction drives us to continuously improve and innovate.

Infinite Impact

We are committed to creating the impossible. We push boundaries to deliver sustainable, game-changing solutions that shape a brighter, more energy-efficient future for all. Our team is passionate about making a lasting impact that will resonate for generations to come.

All In

We are all in for growth. Our teams are relentlessly focused on identifying and seizing opportunities that propel us forward. We embrace an ownership mindset, pushing ourselves and each other to accelerate progress and create lasting success.