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.
 

In this Role, Your Responsibilities Will Be:

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 

• Owner 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

  • Product Management and Services Engineering on service offerings and roadmap alignment

  • Customer Operations and Manufacturing HW Services teams 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.  You partner with others to get work done.  You are confident under pressure.

For This Role, You Will Need: