Sr Group Manager

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. Responsibilities 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 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. 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. Partner with Product Management and Services Engineering on service offerings and roadmap alignment. Collaborate with Customer Operations and Manufacturing HW Services 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, partner with others to get work done, and are confident under pressure. Qualifications 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 may be considered. Preferred Qualifications 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. Equal Opportunity & Work Authorization 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. 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. #J-18808-Ljbffr Emerson