Service Delivery Manager

Position Summary:

The Emerson T&M Group (NI) Service Delivery Management Team has an immediate opening for a Service Delivery Manager. The successful candidate will be responsible for maintaining strong customer relationships and ensuring the successful delivery of post-sales services that meet customer expectations. This role works with a diverse set of people and resources to define, coordinate, and manage service delivery, ensuring customer success with Emerson T&M Group (NI) services.

The Service Delivery Manager works closely with internal teams including Product Management, Customer Operations, Manufacturing Service Center, Service Sales Managers, and Sales Account Managers across AMER, EMEA, and APAC.

To be successful in this role, you will demonstrate strong interpersonal, leadership, collaboration, and communication skills, combined with a customer-focused and solution-driven mindset. You will effectively work with team members and customers to identify, analyze, and resolve challenges in a fast-paced environment while embracing the culture, values, and mission of Emerson T&M Group (NI) and the Delivery Management organization.

In This Role, Your Responsibilities Will Be:

Customer Management

• Play an active role in developing service proposals and setting SLAs.
• Needs Identification: delivery with customer needs within business contexts.
• Monitor and manage service delivery, ensuring it meets established expectations.
• Manage and resolve escalations independently, seeking guidance for only the most complex issues.
• Analyze customer feedback and initiate improvements as needed.
• Lead or actively participate in customer on-site events and service reviews..

Sales Support

• Own end-to-end service proposal creation for small to medium-sized deals, applying predefined pricing structures and ensuring alignment with company pricing strategies.
• Work closely with internal teams to ensure readiness for delivering proposed services, coordinating resources and timelines, and developing cross-functional collaboration skills.
• Collaborate with the sales team during customer presentations, providing operational insights and ensuring that the service delivery plan is feasible, while honing customer-facing skills.
• Ensure a smooth transition from the proposal phase to service execution, managing internal coordination to align teams with the agreed service plan.
• Conduct Gross Margin analysis by comparing expected costs vs. revenues for smaller deals, ensuring profitability and refining financial analysis abilities..

Act as the single point of contact for the: 

• Act as the primary point of contact for project or service agreement execution, taking ownership of the process.
• Develop and execute communication plans independently, ensuring consistent communication with customers and stakeholders.
• Effectively negotiate scope and schedule changes, demonstrating negotiation skills.
• Accurately identify and communicate customer needs, becoming a trusted advisor to clients.
• Organize and facilitate operations reviews, presenting accurate and concise information to key stakeholders.

Influence others to ensure successful service delivery

• Collaborate effectively with various departments, leading with influence to ensure project or service success and fostering future collaboration.
• Build a stronger sense of urgency in stakeholders while laying a solid foundation for ongoing collaboration.
• Work closely with business owners to communicate delivery schedules, project plans, and other critical information.
• Take responsibility for communicating project updates to internal stakeholders and external customers.
• Play an active role in aligning training programs across cross-functional teams.

Lead project analysis on resource, schedule & budget planning and risk assessment

• Lead resource, schedule, and budget planning for projects, collaborating with relevant teams.
• Take a proactive approach to risk assessment, identifying and mitigating potential issues.
• Monitor project costs, status, and quality, and report to stakeholders, ensuring transparency and accuracy.
• Independently escalate project issues, providing timely solutions or recommendations.
• Play a significant role in evaluating changes that substantially impact project scope, budget, or schedule, often approving minor changes independently.

Collaborate with resource managers to ensure appropriate staffing on projects

• Effectively collaborate with resource managers to determine and secure appropriate staffing for projects.
• Take an active role in influencing and making decisions regarding project scope, schedule, and resources, demonstrating decision-making skills.
• Contribute to capability roadmap discussions, offering input and business justifications based on experience and expertise.

Create project plans that drive successful, measurable project execution

• Independently create comprehensive project plans that drive successful, measurable execution.
• Ensure technical feasibility, financial viability, risk assessment, and schedule are thoroughly understood by stakeholders.
• Customer Requirements: Lead the identification and documentation of customer requirements, ensuring alignment with project goals.
• Collaborate with the project team to determine a robust technical and operational plan.
• Create and manage a detailed work breakdown structure (WBS) for effective project budget planning and reassessment.
• Actively manage risks, identifying changes and implementing mitigation strategies.
• Clearly communicate all schedule constraints and delivery milestones, fostering transparency.
• Ensure that all project deliverables are met according to service level agreements (SLAs).

Drive alignment and prioritization with cross-functional teams

• Take the lead in team meetings, ensuring effective communication and collaboration among team members.
• Independently manage escalations, reporting out to senior leadership when necessary.
• Actively drive alignment and prioritization with cross-functional teams, influencing decisions and strategies.
• Participate in customer meetings regularly, contributing to discussions on service capabilities and relationship development.

Who You Are:

You work effectively with minimal supervision while collaborating successfully across diverse teams and stakeholders. You build strong relationships through clear communication and customer focus while bringing a solution-oriented approach to problem solving. You prioritize effectively in changing environments, balance multiple responsibilities, and maintain strong organizational skills to deliver successful outcomes. You consistently demonstrate ownership, accountability, and a drive for continuous improvement.

For This Role, You Will Need:

• Bachelor's degree in Engineering, Business Management, Information Systems, or a related field, or equivalent combination of education and relevant experience.
• Minimum 2 years of related experience in service delivery, project management, program management, or a similar customer-facing role.
• Strong verbal and written communication skills, including customer-facing interactions.
• Experience successfully planning and delivering large service agreements/projects or multiple smaller service engagements.
• Ability and willingness to travel up to 10%.

Preferred Qualifications That Set You Apart:

• Experience managing maintenance or service programs within the semiconductor industry.
• Demonstrated success managing complex global projects with strong attention to detail.
• Proven ability to meet aggressive deadlines and perform effectively in high-pressure situations.
• Strong customer-facing communication and stakeholder management skills.
• Understanding of the high-tech service industry.
• 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, including paid parental leave (maternal and paternal), vacation and holiday leave.