Senior Services Delivery Manager

Emerson•Austin, TX

About The Position

The Senior Services Delivery Manager owns service delivery agreements and customer relationships, partnering with Sales and customers to develop service proposals, set expectations, and establish service-level agreements. The role serves as the primary contact for agreement execution, leads customer reviews and escalations, and uses customer feedback to improve service offerings. The position plans and manages service programs to support technical feasibility, financial viability, risk mitigation, and on-time delivery. It coordinates requirements, milestones, schedules, and performance across a range of internal functions, while managing resources, budgets, pricing, costs, quality, and delivery risks. The manager also works with resource managers on staffing and contributes to capability development and service roadmaps. Travel of up to 10% may be required. Emerson describes a culture focused on inclusion, collaboration, innovation, career development, employee wellbeing, and employee support. Benefits mentioned include medical insurance plans, an Employee Assistance Program, employee resource groups, recognition, flexible time-off plans, vacation, and holiday leave.

Requirements

Bachelor’s degree or equivalent professional experience in Engineering, Business Management, Information Systems, or a related field.
Experience in service delivery management, customer-facing operations, or managing service contracts in a complex, cross-functional environment.
Demonstrated ability to collaborate with Sales, Operations, Manufacturing, and Technical or Engineering teams.
Strong written and verbal communication skills, including experience presenting to customers and internal stakeholders.
Customer-focused experience managing expectations, supporting service execution, and handling escalations professionally.
Willingness and ability to travel up to 10% as business needs require.

Nice To Haves

Experience managing hardware maintenance or services programs, ideally in the semiconductor or high-tech industry.
Proven success leading complex, global initiatives with strong attention to detail and follow-through.
Ability to perform effectively in fast-paced environments with competing priorities and tight deadlines.
Understanding of high-tech or advanced manufacturing service models.
Experience using Oracle and Salesforce applications.

Responsibilities

Partner with Sales and customers to develop service proposals, define expectations, and establish service-level agreements.
Serve as the primary contact for service agreement execution and communicate professionally with customers and stakeholders.
Lead customer service reviews, participate in or facilitate on-site meetings as needed, and manage escalations.
Gather and assess customer feedback to improve service offerings.
Create and manage service program plans addressing technical feasibility, financial viability, risk mitigation, and on-time delivery.
Identify and document customer requirements, delivery milestones, and schedule constraints to align teams.
Monitor service performance against SLAs and customer expectations.
Collaborate with Product Management, Customer Operations, Manufacturing, Planning, Technical Support, R&D, Quality, and Sales Account Managers.
Influence cross-functional stakeholders and lead team meetings, operations reviews, and alignment discussions to support prioritization and decision-making.
Analyze resources, schedules, budgets, and risks for service agreements.
Monitor pricing, costs, quality, and delivery status, and escalate issues when appropriate.
Partner with resource managers to support appropriate staffing and provide input into capability development and service roadmaps.