Service Delivery Manager
Job description
In This Role, Your Responsibilities Will Be:
- Partner with Sales and customers during pre-sales engagement to identify opportunities for service business and develop service proposals aligned with customer needs and expectations
- Understand customer service requirements and expectations, assess delivery capabilities and capacity, identify gaps, estimate service delivery cost, price custom service offerings, and evaluate delivery options and plans
- Lead service delivery planning and execution by collaborating with cross-functional teams to ensure high-quality service and operational performance across service entitlements, execution processes, SLAs, and service program financials (price, cost, and profitability)
- Serve as the single point of contact for service agreements – managing customer communication, facilitating service reviews, overseeing service delivery (including on-stie events), and handling escalations
- Build customer relationships and manage expectations on service deliverables and outcomes through customer meetings and communication
- Ensure that product and system information tied to service agreements is accurate and properly maintained in T&M systems
- Manage service agreement renewals by tracking timelines and promoting continued use of service programs
- Identify opportunities and gaps in T&M’s service offerings, delivery capabilities and capacity. Recommend improvements to tools and processes that enhance the customer experience and increase operational efficiency
Who You Are
You build partnerships and work collaboratively with others to meet shared objectives. You communicate effectively through a variety of methods that engage audiences and help achieve desired outcomes. You analyze complex and sometimes ambiguous situations to identify effective solutions and drive informed decisions. You establish and maintain strong customer relationships while gaining trust and delivering solutions that meet both customer needs and business objectives.
For This Role, You Will Need:
- Experience managing maintenance or services program in semiconductor industry
- Solution-oriented, with strong analytical skills to identify, assess, and resolve complex service delivery challenges
- Ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings
- Ability to manage ambiguity and demonstrate resiliency in fast-changing environments
- Highly organized, with effective communication, coordination, and influencing skills
- Understanding of high-tech service industry
Preferred Qualifications That Set You Apart:
- Bachelor’s degree in Engineering, Business, or Information Systems; or related field (or equivalent experience)
- 3+ years of experience in service delivery, operations, program management, or related areas
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.
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.
Accessibility Assistance or Accommodation
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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!
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