Service Delivery Manager
In This Role, Your Responsibilities Will Be:
- Partner with Sales teams and customers during pre-sales engagements to identify service opportunities and develop service solutions aligned with customer needs and expectations.
- Understand customer service requirements, evaluate delivery capabilities and capacity, identify gaps, estimate service delivery costs, and develop service program proposals.
- Lead service delivery planning and execution by collaborating with cross-functional teams to ensure operational excellence, service quality, and achievement of service-level commitments.
- Manage service entitlements, execution processes, pricing, costs, profitability, and overall service program performance.
- Serve as the primary point of contact for service agreements, including customer communications, service reviews, delivery oversight, and escalation management.
- Build trusted customer relationships and proactively manage expectations regarding service deliverables, timelines, and outcomes.
- Ensure accurate maintenance of product, system, and service agreement information within relevant business systems.
- Coordinate and manage service agreement renewals, ensuring continuity of service and customer value realization.
- Identify opportunities to improve service offerings, delivery capabilities, tools, and processes to enhance customer experience and operational efficiency.
- Support continuous improvement initiatives that strengthen customer satisfaction, business performance, and service excellence.
Who You Are
You build partnerships and work collaboratively with others to meet shared objectives. You gain the confidence and trust of others through honesty, integrity, and authenticity. You make sense of complex information, uncover insights, and apply sound judgment to solve challenges. You adapt effectively to changing priorities, remain resilient under pressure, and contribute positively in dynamic environments.
For This Role, You Will Need:
- A bachelor's degree in Engineering, Business, Information Systems, or a related field; equivalent combinations of education, training, and relevant experience will also be considered.
- Experience in service delivery, operations, program management, customer success, or related business functions.
- Ability to assess customer needs and translate requirements into effective service solutions.
- Strong communication skills with the ability to engage professionally with customers and internal stakeholders.
- Experience coordinating activities across multiple teams and managing competing priorities.
- Analytical problem-solving skills with the ability to evaluate options and make informed decisions.
- Customer-focused mindset with a commitment to delivering high-quality outcomes.
- Proficiency with business systems, data management processes, and service-related documentation.
Preferred Qualifications That Set You Apart:
- Experience managing maintenance programs, service agreements, or complex service offerings within the semiconductor industry.
- Knowledge of high-tech manufacturing, semiconductor operations, or related service environments.
- Demonstrated ability to identify, evaluate, and resolve complex service delivery challenges.
- Experience supporting contract renewals, service lifecycle management, and customer retention initiatives.
- Strong organizational, coordination, and stakeholder management skills.
- Ability to influence decisions and build alignment across technical and commercial teams.
- Experience driving process improvements that enhance efficiency, service quality, and customer satisfaction.
Familiarity with service-level agreements, operational performance metrics, and financial management of service programs.
Our Culture and 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.