Senior Services Delivery Manager

Logistics, Sales & Operations · Sales & Business Development · Sales Management · Program Management

In short

Emerson is looking for a Senior Services Delivery Manager in Austin, TX. This hybrid role involves managing customer relationships, planning and executing service delivery, collaborating across functions, and overseeing financial and resource aspects. A bachelor's degree and experience in service delivery management are required.

Responsibilities

Partner with Sales and customers to develop service proposals, define expectations, and establish SLAs.
Serve as the single point of contact for service agreement execution.
Lead customer service reviews, attend or facilitate on‑site meetings, and manage escalations.
Gather and assess customer feedback to continuously refine service offerings.
Create and manage service program plans for technical feasibility, financial viability, risk mitigation, and on‑time delivery.
Identify and document customer requirements, delivery milestones, and schedule constraints.
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 stakeholders across functions to ensure successful service delivery.
Lead team meetings, operations reviews, and alignment discussions.
Lead analysis related to resources, schedules, budgets, and risk assessment.
Monitor pricing, costs, quality, and delivery status.
Partner with resource managers to ensure appropriate staffing and provide input into capability development.

Requirements

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.

Desired Qualifications

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.

Benefits

Competitive benefits plans
Variety of medical insurance plans
Employee Assistance Program
Employee resource groups
Recognition programs
Flexible time off plans
Vacation and holiday leave

Skills

OracleSalesforce

#services delivery#management#customer relationship#service agreements#escalation management#cross-functional collaboration#financial management#risk assessment#automation#software

About Emerson

Emerson is a leading global technology, software, and engineering company providing innovative solutions for customers in industrial and commercial markets. We help customers in the world’s most essential industries solve the biggest challenges of modern life. Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation. Across the globe, we are united by a singular Purpose: We drive innovation that makes the world…

See all open jobs at Emerson Read more about Emerson Website