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About the Role

The Sr. Group Manager, Service Delivery Management (AMER) leads a team of Service Delivery Managers in the US and Costa Rica, driving customer success across the post-sales phase for complex systems and custom service agreements. This role is accountable for delivering high-quality service outcomes, contributing to business growth and profitability, and ensuring operational excellence. It also involves partnering with Sales, Services Sales, Service Product Management, Services Engineering, Global Operations, and Manufacturing HW Services to scale capabilities and improve customer experience.

Responsibilities

• 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.
• Own 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.
• 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.
• Partner with Sales and Services Sales teams on opportunity development and account strategy.
• Partner with Product Management and Services Engineering on service offerings and roadmap alignment.
• Partner with Customer Operations and Manufacturing HW Services teams on execution and scaling.
• Drive alignment and prioritization across stakeholders to support complex service opportunities and escalations.
• 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.
• 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.

Requirements

• 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.
• 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.

Skills

• 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

Location

• US
• Costa Rica

Work Type

• Full-time

Experience Level

• 8+ years of experience in service delivery, operations, program management, or related areas
• 3+ years of people management experience leading teams in services or operations

Education Level

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

Benefits

• Variety of medical insurance plans, with dental and vision coverage
• Employee Assistance Program
• 401(k)
• Tuition reimbursement
• Employee resource groups
• Recognition
• Flexible time off plans
• Paid parental leave (maternal and paternal)
• Vacation and holiday leave

About the Company

• 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.
• 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.
• 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.

Equal Opportunity

• Emerson is an Equal Opportunity/Affirmative Action employer.
• All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status.
• We are committed to providing a workplace free of any discrimination or harassment.