Senior Service Delivery Program Manager

<p><strong>Position Overview and Responsibilities </strong></p> <p>The T&amp;M Global Services Team has an immediate opening for a Service Delivery Program Manager. The successful candidate for this position will be responsible for maintaining strong customer relationships and ensuring successful delivery of hardware services to meet the expectations of the T&amp;M’s customers. The Services Delivery Program Manager will work with a wide and diverse set of people and resources to define and manage service delivery to ensure customer success with the T&amp;M services.</p> <p>The Service Delivery Program Manager works closely with internal teams including: Services Offerings Management, Technical Support, Field Services, Customer Operations, Manufacturing Services, and Sales Account Managers throughout Americas, Asia, and Europe. </p> <p>To be a successful Service Delivery Program Manager, you should demonstrate strong interpersonal, leadership, teamworking, and effective communication skills paired with customer service and solution driven mentality to collaborate with team members and external customers to identify, analyze, and solve problems in fast paced environments. Additionally, a successful Program Manager has strong alignment to the culture, values, and mission of the Test and Measurement Division in Emerson, the T&amp;M Post Sales Services function, and the Service Delivery Management team.</p> <p> </p> <p><strong>In this Role, Your Responsibilities Will Be:</strong></p> <ul> <li><strong>Customer Management</strong>: work directly with Sales and customer to develop service proposal, set expectations and SLAs for service delivery. Identify customer needs and overseeing service delivery within the business context. Manage escalations. Assess customer feedback and use your creativity to establish, improve, and refine services. Attend or lead customer on-site events and service reviews</li> <li><strong>Act as the single point of contact for the service agreement: </strong>develop a communication plan and ensure execution to the plan, resulting in professional and consistent communication with the customer and other stakeholders. Effectively negotiate scope and schedule changes. Accurately identify and communicate internal and external customers’ needs. Organize and facilitate operations reviews that ensure key stakeholders are presented with accurate and concise information to make decisions.  </li> <li><strong>Influence others to ensure successful service delivery: </strong>frequently collaborate with other departments such as manufacturing, R&amp;D, operations, quality and sales and lead with influence to ensure the success of service delivery and set the stage for future success of your next engagement working with these stakeholders.  Develop a sense of urgency in stakeholders while also building a solid foundation for future collaboration. Work with business owners to communicate delivery schedules, project plans, etc. Communicate service program updates to internal stakeholders and external customers. Drive alignment with training programs across applicable cross-functional teams.</li> <li><strong>Lead project analysis on resource, schedule &amp; budget planning and risk assessment: </strong>Monitor and report out to stakeholders on service program costs, status, quality; escalate issues when necessary. Evaluates and approves changes that substantially impact the scope, budget, or schedule of a service agreement. </li> <li><strong>Create project plans that drive successful, measurable project execution:</strong> Ensure technical feasibility, financial viability, risk assessment and schedule are well understood by stakeholders.  Identify and document customer requirements. Work with project team to determine the technical and operational plan. Create a work breakdown structure to plan service program budget and routinely reassess as needed.  Actively manage risks to identify changes and mitigation strategies.  Clearly communicate all schedule constraints and delivery milestones. Ensure deliverables are met according to SLA.</li> <li><strong>Drive alignment and prioritization with cross-functional teams: </strong>Lead team meetings. Manage escalations and report out to senior leadership. Drive alignment and prioritization with cross-functional teams. Attend or lead customer meetings to discuss service capabilities and develop relationships. </li> </ul> <p> </p> <p><strong>Who You Are: </strong>You build and deliver solutions that meet customer expectations.You make decisions and take actions without the total picture. You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.</p> <p> </p> <p><strong>For this Role, You will Need:</strong></p> <ul> <li>Ability to work independently and collaborate with minimal direction</li> <li>Strong interpersonal skills to interact with team members and external customers</li> <li>Solution drive