Senior Services Delivery Manager

Emerson•Austin, TX

About The Position

The Senior Services Delivery Manager owns customer service agreements and service delivery, partnering with Sales and customers to develop proposals, define expectations, and establish service-level agreements (SLAs). 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, aligning technical feasibility, financial viability, risk mitigation, schedules, milestones, and customer requirements to deliver on time and meet commitments. It collaborates across Product Management, Customer Operations, Manufacturing, Planning, Technical Support, R&D, Quality, and Sales Account Management to align priorities and decision-making. The role also oversees resource, schedule, budget, pricing, cost, quality, and delivery considerations for service agreements, escalating issues when appropriate. It partners with resource managers on staffing, capability development, and service roadmaps. Travel up to 10% may be required based on business needs.

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 work 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 SLAs.
Serve as the primary point of contact for service agreement execution and maintain professional communication with customers and stakeholders.
Lead customer service reviews, attend 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 that address technical feasibility, financial viability, risk mitigation, and on-time delivery.
Document customer requirements, delivery milestones, and schedule constraints, and align teams around them.
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 to support successful service delivery and future engagements.
Lead team meetings, operations reviews, and alignment discussions to drive prioritization and decisions.
Analyze resources, schedules, budgets, and risks related to service agreements.
Monitor pricing, costs, quality, and delivery status, and escalate issues when appropriate.
Partner with resource managers to ensure appropriate staffing and provide input into capability development and service roadmaps.