Senior Services Delivery Program Manager

Emerson•Austin, TX

11h•Remote

About The Position

Work directly with Sales and customers to develop service proposals, set expectations and SLAs for service delivery. Identify customer needs and oversee service delivery within the business context. Manage escalations. Assess customer feedback and use creativity to establish, improve, and refine services. Attend or lead customer on-site events and service reviews. Understand customer needs and translate them into actionable service maintenance plans. Act as the single point of contact for the: project or service agreement execution. Develop a communication plan and ensure execution to the plan, resulting in professional and consistent communication with the customer and other stakeholders. Effectively negotiate scope and schedule changes. Accurately identify and communicate internal and external customers’ needs. Organize and facilitate operations reviews that ensure key stakeholders are presented with accurate and concise information to make decisions. Frequently collaborate with other departments such as manufacturing, R&D, operations, quality and sales and lead with influence to ensure the success of your project or service delivery and set the stage for future success of your next engagement working with these stakeholders. Develop a sense of urgency in stakeholders while also building a solid foundation for future collaboration. Work with business owners to communicate delivery schedules, project plans, etc. Communicate project updates to internal stakeholders and external customers. Drive alignment with training programs across applicable cross-functional teams. Monitor and report out to stakeholders on project costs, status, quality; escalate issues when necessary. Evaluates and approves changes that substantially impact the scope, budget, or schedule of a project or service agreement. Collaborate with resource managers to ensure appropriate staffing on projects. Influence and make decisions about scope, schedule, and resources for project or service contract fulfillment. Provide input and business justification for capability roadmap and development. Create project plans that drive successful, measurable project execution. Ensure technical feasibility, financial viability, risk assessment and schedule are well understood by stakeholders. Identify and document customer requirements. Work with a project team to determine the technical and operational plan. Create a work breakdown structure to plan project budget and routinely reassess as needed. Actively manage risks to identify changes and mitigation strategies. Clearly communicate all schedule constraints and delivery milestones. Ensure deliverables are met according to SLA. Lead and influence across functional teams or projects. Drive alignment and prioritization with cross-functional teams. Lead team meetings. Manage escalations and report out to senior leadership. Drive alignment and prioritization with cross-functional teams. Attend or lead customer meetings to discuss service capabilities and develop relationships. Full-time telecommuting permitted.

Requirements

Bachelor’s degree or the foreign equivalent in Electrical Engineering, Civil Engineering, Mechanical Engineering, Business Management, or Information Systems; plus 3 years of experience in a technical customer service or technical project/program management occupation.
3 years of experience in customer service, business analysis and/or project management within the semiconductor industry and/or proven track record of managing service maintenance programs for semiconductor hardware.
3 years of experience working with data acquisition systems (DAQ), tools for capturing and analyzing data and/or software solutions used in semiconductor industry for testing and measurement.
3 years of experience in managing customer relationships and ensuring customer satisfaction.
1 year of experience with signal integrity principles and experience with RF testing for high-frequency semiconductor devices

Responsibilities

Work directly with Sales and customers to develop service proposals, set expectations and SLAs for service delivery.
Identify customer needs and oversee service delivery within the business context.
Manage escalations.
Assess customer feedback and use creativity to establish, improve, and refine services.
Attend or lead customer on-site events and service reviews.
Understand customer needs and translate them into actionable service maintenance plans.
Act as the single point of contact for the: project or service agreement execution.
Develop a communication plan and ensure execution to the plan, resulting in professional and consistent communication with the customer and other stakeholders.
Effectively negotiate scope and schedule changes.
Accurately identify and communicate internal and external customers’ needs.
Organize and facilitate operations reviews that ensure key stakeholders are presented with accurate and concise information to make decisions.
Frequently collaborate with other departments such as manufacturing, R&D, operations, quality and sales and lead with influence to ensure the success of your project or service delivery and set the stage for future success of your next engagement working with these stakeholders.
Develop a sense of urgency in stakeholders while also building a solid foundation for future collaboration.
Work with business owners to communicate delivery schedules, project plans, etc.
Communicate project updates to internal stakeholders and external customers.
Drive alignment with training programs across applicable cross-functional teams.
Monitor and report out to stakeholders on project costs, status, quality; escalate issues when necessary.
Evaluates and approves changes that substantially impact the scope, budget, or schedule of a project or service agreement.
Collaborate with resource managers to ensure appropriate staffing on projects.
Influence and make decisions about scope, schedule, and resources for project or service contract fulfillment.
Provide input and business justification for capability roadmap and development.
Create project plans that drive successful, measurable project execution.
Ensure technical feasibility, financial viability, risk assessment and schedule are well understood by stakeholders.
Identify and document customer requirements.
Work with a project team to determine the technical and operational plan.
Create a work breakdown structure to plan project budget and routinely reassess as needed.
Actively manage risks to identify changes and mitigation strategies.
Clearly communicate all schedule constraints and delivery milestones.
Ensure deliverables are met according to SLA.
Lead and influence across functional teams or projects.
Drive alignment and prioritization with cross-functional teams.
Lead team meetings.
Manage escalations and report out to senior leadership.
Drive alignment and prioritization with cross-functional teams.
Attend or lead customer meetings to discuss service capabilities and develop relationships.