Staff Service Delivery Manager

The Service Delivery Manager is an individual contributor who supports customer success in the post-sales phase by ensuring seamless delivery of services through pre-sales engagement, service proposal development, service planning and execution, and fulfillment of standard and custom service agreements.​

This role is well suited for an early-to-mid-career professional looking to develop broader experience in service delivery, customer engagement, and cross-functional leadership.

The Service Delivery Manager works closely with internal teams including: Services Offerings Management, Technical Support, Field Services, Customer Operations, Manufacturing Services, and Sales Account Managers across Americas, Asia, and Europe.

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)

• Typically 3-5 years of relevant professional 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.