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Service Delivery Manager - Columbia, MD
Job in
Columbia, Howard County, Maryland, 21046, USA
Listed on 2026-10-05
Listing for:
ROHDE & SCHWARZ GmbH & Co. KG
Full Time
position Listed on 2026-10-05
Job specializations:
-
Management
Operations Management
Job Description & How to Apply Below
- Develop, implement, and continuously improve service delivery concepts, processes, tools, and operational capabilities to support business objectives.
- Partner cross-functionally with Engineering, Sales, Operations, Contracts, Logistics, and Customer Support to ensure successful execution of service deliverables.
- Serve as a primary customer interface for service delivery activities, conducting regular meetings with customers and internal stakeholders to align expectations, communicate status, and ensure contractual requirements are met.
- Manage Statements of Work (SOWs) for installation and service subcontractors in coordination with the Contracts team.
- Develop and maintain strong relationships with subcontractors while monitoring performance, quality, and contractual compliance.
- Manage the installed system base and associated Service Level Agreements (SLAs), ensuring appropriate inventory levels of spare parts and loaner equipment.
- Plan service schedules and coordinate technicians, subcontractors, tools, equipment, and logistics to ensure timely completion of service activities.
- Analyze resource utilization and capacity requirements, collaborating closely with management and key stakeholders to optimize workforce allocation.
- Establish, monitor, and report on operational KPIs, including service performance, cost, revenue, profitability, and overall program health.
- Onboard customers to Rohde & Schwarz support platforms and serve as a point of contact for service escalations.
- Lead root cause investigations for customer issues and quality concerns, driving corrective and preventive actions across the organization.
- Champion continuous improvement initiatives through Lean methodologies, documenting standard operating procedures, work instructions, and best practices.
- Lead and coordinate complex projects involving multiple departments, technical teams, and business stakeholders while ensuring timely and successful execution.
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