Service Delivery Manager - Columbia, MDRohde & Schwarz
Job Summary
- 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.
