Senior Service Delivery Manager – Individual Contributor

Emerson

Senior Service Delivery Manager managing hardware services and customer partnerships at Emerson. Ensuring successful execution of Hardware Maintenance Service Programs meeting service level agreements.

Posted 6/5/2026full-timeEscazú • 🇨🇷 Costa RicaSeniorWebsite

About the role

Key responsibilities & impact

Partner with Sales and customers to develop service proposals, define expectations, and establish SLAs for service delivery.
Serve as the single point of contact for service agreement execution, ensuring consistent, professional communication with customers and stakeholders.
Lead customer service reviews, attend or facilitate on‑site meetings as needed, and manage escalations with a solution‑oriented approach.
Gather and assess customer feedback to continuously refine and improve service offerings.
Create and manage service program plans that ensure technical feasibility, financial viability, risk mitigation, and on‑time delivery.
Identify and document customer requirements, delivery milestones, and schedule constraints to ensure alignment across teams.
Monitor service performance against SLAs and customer expectations, ensuring commitments are met.
Collaborate closely with Product Management, Customer Operations, Manufacturing, Planning, Technical Support, R&D, Quality, and Sales Account Managers.
Influence stakeholders across functions to ensure successful service delivery while building strong foundations for future engagements.
Lead team meetings, operations reviews, and alignment discussions to drive prioritization and decision‑making.
Lead analysis related to resources, schedules, budgets, and risk assessment for service agreements.
Monitor pricing, costs, quality, and delivery status, escalating issues when appropriate.
Partner with resource managers to ensure appropriate staffing and provide input into capability development and service roadmaps.

Requirements

What you’ll need

A bachelor’s degree or equivalent professional experience in Engineering, Business Management, Information Systems, or a related field.
Minimum 5+ years' experience in service delivery management, or customer-facing operations, managing customer engagements or service contracts
Demonstrated ability to collaborate with Sales, Operations, Manufacturing, and Technical or Engineering teams.
Excellent English 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.

Benefits

Comp & perks

Employee Assistance Program
Employee resource groups
Recognition programs
Flexible time off plans
Vacation and holiday leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service delivery managementcustomer engagement managementrisk assessmentservice program planningfinancial viability analysistechnical feasibility assessmentperformance monitoringcustomer requirement documentationescalation managementstakeholder influence

Soft Skills

communication skillscollaborationcustomer-focusedproblem-solvingleadershipteam managementpresentation skillsdecision-makingorganizational skillsrelationship building

Certifications

bachelor's degree in Engineeringbachelor's degree in Business Managementbachelor's degree in Information Systems