Senior Services Delivery Manager

Emerson Japan, Ltd.; Austin (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Emerson Japan, Ltd. in Austin, TX is seeking a role focused on customer management and service delivery to drive value for enterprise clients.

You will collaborate with Sales, Operations, Manufacturing, and Engineering to define service proposals, establish SLAs, and ensure on-time delivery with a data-driven, customer-centric approach. The ideal candidate has strong communication skills, experience in cross-functional environments, and a track record of managing complex service contracts.

Qualifications

• Bachelor degree or equivalent professional experience in engineering, business, or information systems.
• Experience in service delivery management in cross-functional environments.
• Ability to collaborate with Sales, Operations, Manufacturing, and Technical teams.
• Strong written and verbal communication, with experience presenting to customers and stakeholders.
• Customer-focused experience managing expectations and escalations.
• Willingness to travel up to 10%.

Responsibilities

• Partner with Sales and customers to develop service proposals and establish SLAs.
• Serve as single contact for service agreement execution and customer communications.
• Lead customer service reviews, on-site meetings, and manage escalations.
• Gather and assess customer feedback to refine service offerings.
• Create and manage service program plans, ensuring feasibility, viability, risk mitigation, and on-time delivery.
• Monitor service performance against SLAs and expectations.

Skills

Customer management

Service delivery management

Cross-functional collaboration

Communication skills

Travel readiness

Education

Bachelors degree or equivalent

Tools

Oracle

Salesforce

Job description

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.