Job Description

Role Overview

The Sr. Group Manager, Service Delivery Management (AMER) leads and is accountable for a team of Service Delivery Managers based in the US and Costa Rica, responsible for driving customer success across the post-sales phase, spanning pre-sales engagement, service delivery execution, and renewals, for complex systems and custom service agreements with Emerson T&M services.

This role is accountable for delivering high-quality service outcomes, contributing to business growth and profitability, and ensuring operational excellence across the AMER region. The position also plays a critical leadership role in partnering closely and driving alignment with Sales, Services Sales, Service Product Management, Services Engineering, Global Operations, and Manufacturing HW Services to scale services capabilities and improve customer experience.
 

In this Role, Your Responsibilities Will Be:

Team Leadership & Organizational Development

• Lead, coach, and develop a high-performing team of Service Delivery Managers in US and Costa Rica
• Drive clear accountability, ownership, and prioritization across service agreements and customer programs
• Build talent pipeline, support career development, and maintain strong team engagement

• Foster a culture of customer-centricity, operational rigor, and continuous improvement

   

Business Ownership & Performance 

• Owner AMER service delivery performance across key metrics:

  • Customer Satisfaction (CSAT)

  • New opportunity win rate

  • On-time service delivery execution

  • Service renewals and growth

• Drive contribution to HWS bookings and revenue through effective pipeline management and renewals

• Provide regular business updates, forecasts, and insights to senior leadership

End-to-End Service Delivery Execution

• Ensure successful delivery of services across the full lifecycle:

  • Pre-sales: proposal development, pricing support, capability validation

  • Active service: execution of service agreements, customer engagement, escalation management

  • Renewals: proactive renewal strategy, proposal execution, retention improvement

• Oversee program quality, SLA adherence, and delivery consistency across complex customer environments

• Ensure strong governance for scope, cost, schedule, and resource planning

Cross-Functional Leadership & Alignment

• Partner with

  • Sales and Services Sales teams on opportunity development and account strategy

  • Product Management and Services Engineering on service offerings and roadmap alignment

  • Customer Operations and Manufacturing HW Services teams on execution and scaling

• Drive alignment and prioritization across stakeholders to support complex service opportunities and escalations

Operational Excellence & Process Improvement

• Identify and drive improvements in service delivery processes, tools, and systems

• Leverage data and insights to improve efficiency, predictability, and customer experience

• Support initiatives such as AI adoption, case management improvements, and scalable delivery models

Customer Engagement & Escalation Leadership

• Act as executive escalation point for critical customer issues

• Build strategic relationships with key AMER customers and accounts

• Ensure consistent communication and service review cadence with customers

Who You Are:

You introduce new ways of looking at problems.  You partner with others to get work done.  You are confident under pressure.

For This Role, You Will Need:

• Bachelor’s degree in Engineering, Business, or Information Systems; or related field (or equivalent experience)

• 8+ years of experience in service delivery, operations, program management, or related areas

• Experience managing complex hardware service contracts and cross-functional initiatives

• Willing and able to travel up to 10%

• Only U.S. Persons (U.S. citizens, lawful permanent residents, or protected individuals as defined by 22 CFR §120) may be considered.   

Preferred Qualifications that Set You Apart:

• Strong understanding of service business model, including service agreements, renewals, and customer management

• Experience working with Sales and Product teams in a global organization

• Demonstrated success in driving operational improvements and business outcomes

• Familiarity with high-tech and/or test & measurement industry environments

• 3+ years of people management experience leading teams in services or operations

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 flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, 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.

Work Authorization:

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 (including those with OPT or CPT), H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible.