Sr Group Manager

Emerson•Austin, TX

13d•Onsite

About The Position

The Sr. Group Manager, Service Delivery Management (AMER) leads and is accountable for a team of Service Delivery Managers based in the US and Costa Rica, responsible for driving customer success across the post-sales phase, spanning pre-sales engagement, service delivery execution, and renewals, for complex systems and custom service agreements with Emerson T&M services. This role is accountable for delivering high-quality service outcomes, contributing to business growth and profitability, and ensuring operational excellence across the AMER region. The position also plays a critical leadership role in partnering closely and driving alignment with Sales, Services Sales, Service Product Management, Services Engineering, Global Operations, and Manufacturing HW Services to scale services capabilities and improve customer experience.

Requirements

Bachelor’s degree in Engineering, Business, or Information Systems; or related field (or equivalent experience)
8+ years of experience in service delivery, operations, program management, or related areas
Experience managing complex hardware service contracts and cross-functional initiatives
Willing and able to travel up to 10%
Only U.S. Persons (U.S. citizens, lawful permanent residents, or protected individuals as defined by 22 CFR §120) may be considered.

Nice To Haves

Strong understanding of service business model, including service agreements, renewals, and customer management
Experience working with Sales and Product teams in a global organization
Demonstrated success in driving operational improvements and business outcomes
Familiarity with high-tech and/or test & measurement industry environments
3+ years of people management experience leading teams in services or operations

Responsibilities

Lead, coach, and develop a high-performing team of Service Delivery Managers in US and Costa Rica
Drive clear accountability, ownership, and prioritization across service agreements and customer programs
Build talent pipeline, support career development, and maintain strong team engagement
Foster a culture of customer-centricity, operational rigor, and continuous improvement
Own AMER service delivery performance across key metrics: Customer Satisfaction (CSAT), New opportunity win rate, On-time service delivery execution, Service renewals and growth
Drive contribution to HWS bookings and revenue through effective pipeline management and renewals
Provide regular business updates, forecasts, and insights to senior leadership
Ensure successful delivery of services across the full lifecycle: Pre-sales (proposal development, pricing support, capability validation), Active service (execution of service agreements, customer engagement, escalation management), Renewals (proactive renewal strategy, proposal execution, retention improvement)
Oversee program quality, SLA adherence, and delivery consistency across complex customer environments
Ensure strong governance for scope, cost, schedule, and resource planning
Partner with Sales and Services Sales teams on opportunity development and account strategy
Partner with Product Management and Services Engineering on service offerings and roadmap alignment
Partner with Customer Operations and Manufacturing HW Services teams on execution and scaling
Drive alignment and prioritization across stakeholders to support complex service opportunities and escalations
Identify and drive improvements in service delivery processes, tools, and systems
Leverage data and insights to improve efficiency, predictability, and customer experience
Support initiatives such as AI adoption, case management improvements, and scalable delivery models
Act as executive escalation point for critical customer issues
Build strategic relationships with key AMER customers and accounts
Ensure consistent communication and service review cadence with customers