Senior Services Delivery Manager
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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service delivery management and customer-facing operations, with a strong focus on managing service agreements and enhancing customer satisfaction. Proficient in collaborating across cross-functional teams to ensure successful execution of service programs and adherence to SLAs.
Highest-signal resume keywords
Service Delivery ManagementCustomer-Facing OperationsCross-Functional CollaborationHardware Maintenance ManagementOracle and Salesforce Applications
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Partner with Sales and customers to develop service proposals, define expectations, and establish SLAs
- Serve as the single point of contact for service agreement execution
- Lead customer service reviews, facilitate on-site meetings as needed, and manage escalations
- Gather and assess customer feedback to improve service offerings
- Create and manage service program plans covering technical feasibility, financial viability, risk mitigation, and on-time delivery
- Identify and document customer requirements, delivery milestones, and schedule constraints
- Monitor service performance against SLAs and customer expectations
- Collaborate with Product Management, Customer Operations, Manufacturing, Planning, Technical Support, R&D, Quality, and Sales Account Managers
- Lead team meetings, operations reviews, and alignment discussions
- Analyze resources, schedules, budgets, and risks for service agreements
- Monitor pricing, costs, quality, and delivery status, escalating issues when appropriate
- Partner with resource managers on staffing, capability development, and service roadmaps
- Deliver hardware services for Emerson Test & Measurement customers across the Americas, Asia, and Europe
Requirements
What you’ll need- A bachelor’s degree or equivalent professional experience in Engineering, Business Management, Information Systems, or a related field
- Experience in service delivery management, customer-facing operations, or managing service contracts in a complex, cross-functional environment
- Demonstrated ability to collaborate with Sales, Operations, Manufacturing, and Technical or Engineering teams
- Strong written and verbal communication skills, including experience presenting to customers and internal stakeholders
- Customer-focused experience managing expectations, supporting service execution, and handling escalations professionally
- Willingness and ability to travel up to 10% as business needs require
- Experience managing hardware maintenance or services programs, ideally within the semiconductor or high-tech industry
- Proven success leading complex, global initiatives with high attention to detail and follow-through
- Ability to perform effectively in fast-paced environments with competing priorities and tight deadlines
- Understanding of high-tech or advanced manufacturing service models
- Experience using Oracle and Salesforce applications
- Legally authorized to work in the United States; sponsorship is not provided
Benefits
Comp & perks- Competitive benefits plans
- Variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition programs
- Flexible time off plans
- Vacation and holiday leave
- Ongoing career development
- Mentorship, training, and leadership opportunities
- Award-winning employee development programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Agreement ExecutionTechnical Feasibility AssessmentFinancial Viability AnalysisRisk Mitigation PlanningService Program ManagementCustomer Requirement DocumentationPerformance MonitoringBudget AnalysisEscalation ManagementGlobal Initiative Leadership
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationCustomer-Focused ExperienceAttention to DetailAbility to Handle Escalations
Tools & Technologies
Oracle ApplicationsSalesforce Applications
Industry Keywords
High-Tech IndustryAdvanced Manufacturing Service ModelsSemiconductor IndustryService Level AgreementsCustomer Feedback Assessment