Senior Services Delivery Manager

Emerson; Austin (TX); Sur place; USD 110 000 - 160 000; Plein temps

Résumé du poste

Emerson in Austin, TX seeks a results-driven service delivery leader to manage customer relationships and service ownership across cross-functional teams. You will develop service proposals, define SLAs, and ensure on-time delivery while maintaining strong communication with customers and stakeholders.

Responsibilities include planning service programs, monitoring performance against commitments, guiding escalations, and collaborating with Product, Operations, Manufacturing, and Sales to drive

Qualifications

• Bachelor’s degree or equivalent in Engineering, Business Management, Information Systems, or 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.

Responsabilités

• Manage customer relationships and service ownership; develop service proposals and define SLAs.
• Serve as single contact for service agreement execution and stakeholder communications.
• Lead customer reviews and on-site meetings; handle escalations with a solution-focused approach.
• Gather feedback to refine service offerings.
• Plan and execute service programs ensuring feasibility, finances, risk mitigation, and on-time delivery.
• Document requirements, milestones, and constraints to align cross-functional teams.
• Monitor service performance against SLAs and customer expectations.
• Collaborate across Product, Operations, Manufacturing, Planning, Tech Support, R&D, Quality, and Sales.
• Influence stakeholders to ensure success and drive future engagements.
• Lead team meetings and reviews to drive prioritization and decisions.
• Analyze resources, schedules, budgets, and risks; monitor pricing and delivery; manage staffing input.

Connaissances

Customer management

Service delivery

SLA management

Cross-functional collaboration

Stakeholder influence

Project planning

Budget & risk analysis

Resource planning

Travel up to 10%

Formation

Bachelor’s degree or equivalent in Engineering, Business Management, Information Systems, or related field

Outils

Oracle

Salesforce

Description du poste

In This Role, Your Responsibilities Will Be:

• Customer Management and Service Ownership
• Partner with Sales and customers to develop service proposals, define expectations, and establish SLAs for service delivery.
• Serve as the single point of contact for service agreement execution, ensuring consistent, professional communication with customers and stakeholders.
• Lead customer service reviews, attend or facilitate on‑site meetings as needed, and manage escalations with a solution‑oriented approach.
• Gather and assess customer feedback to continuously refine and improve service offerings.
• Service Planning and Execution
• Create and manage service program plans that ensure technical feasibility, financial viability, risk mitigation, and on‑time delivery.
• Identify and document customer requirements, delivery milestones, and schedule constraints to ensure alignment across teams.
• Monitor service performance against SLAs and customer expectations, ensuring commitments are met.
• Cross‑Functional Collaboration and Influence
• Collaborate closely with Product Management, Customer Operations, Manufacturing, Planning, Technical Support, R&D, Quality, and Sales Account Managers.
• Influence stakeholders across functions to ensure successful service delivery while building strong foundations for future engagements.
• Lead team meetings, operations reviews, and alignment discussions to drive prioritization and decision‑making.
• Financial, Resource, and Risk Management
• Lead analysis related to resources, schedules, budgets, and risk assessment for service agreements.
• Monitor pricing, costs, quality, and delivery status, escalating issues when appropriate.
• Partner with resource managers to ensure appropriate staffing and provide input into capability development and service roadmaps.

Who You Are

You build strong relationships and gain trust by communicating clearly, listening actively, and collaborating across diverse teams and cultures. You navigate complexity with confidence, balancing multiple priorities while maintaining focus on customer outcomes and business goals. You take initiative, adapt quickly to changing conditions, and apply sound judgment to make decisions that drive results. You approach challenges with curiosity and resilience, using data, insight, and creativity to deliver practical, customer‑focused solutions.

For This Role, You Will Need:

• A 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.

Preferred Qualifications That Set You Apart:

• Experience managing hardware maintenance or services programs, ideally within the semiconductor or high‑tech industry.
• Proven success leading complex, global initiatives with high 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.

Our Culture & Commitment to You

• At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
• We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.

WHY EMERSON (https://www1.emerson.com/en/corporate/careers/meet-emerson)

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award‑winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Work Authorization

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F‑1(including those with OPT or CPT) , H‑1, H‑2, L‑1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

Accessibility Assistance or Accommodation

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: [e-mail] .

ABOUT EMERSON (https://www1.emerson.com/en/corporate/about-us)

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

No calls or agencies please.

Requisition ID : 26010438

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.