Service Delivery Manager (Airborne Communication Products)

Rohde & Schwarz GmbH & Co.; Memmingen; On-site; EUR 70,000 - 95,000; Full time

Job summary

Rohde & Schwarz GmbH & Co. in Memmingen sucht eine/n Service Delivery Manager, der die vollständige Abwicklung von Kundenprojekten im In-Service-Phasen sicherstellt.

Sie arbeiten Schnittstelle zwischen Kunden, internen Abteilungen, externen Partnern und Niederlassungen, um Kosten, Qualität und Termine zu optimieren und die Kundenzufriedenheit hochzuhalten. Zu den Aufgaben gehören die Steuerung von Serviceleistungen, SLA-Reports, Kennzahlenanalyse, Risiko- und Change-Management sowie proaktive

Qualifications

• Nachweisbare Erfahrung im Management von Kundenprojekten im Servicebereich.
• Fähigkeit zur Koordination verschiedener Stakeholder und Abteilungen.
• Analytische Fähigkeiten zur Optimierung von Serviceprozessen.

Responsibilities

• End-to-end Ausführung von Kundenprojekten im In-Service-Phasen.
• Steuerung von SLAs, Kosten, Qualität und Termin-zielen.
• Koordination interner Teams, Partner und Niederlassungen als zentrale Ansprechperson.
• Definition von Serviceanforderungen und Unterstützung bei Beschaffungsaktivitäten.
• Überwachung von Serviceleistungen, Berichterstattung und Problemlösungen.

Skills

Projektmanagement

Service Delivery

KPI Analyse

Risikomanagement

Kundenbeziehung

Change Management

Job description

Einleitung

In this role, you are responsible for ensuring the end-to-end execution of customer projects/contracts during the in-service phase. Your primary focus is to secure high levels of customer satisfaction by managing costs, quality, and timelines. Acting as a key interface, you will align internal departments, external partners, and customers to ensure operational excellence, manage service performance (SLAs), and drive continuous improvement through strategic change and risk management.

Aufgaben

Project & Service Delivery Management

• Lead end-to-end execution of customer projects during the in-service phase, balancing cost, timeline, quality, and customer satisfaction.
• Manage service and change-related topics, including impact assessments, documentation, and stakeholder alignment.
• Coordinate internal teams, external providers, partners, subcontractors, and branch offices as the central point of contact.
• Define service requirements, support procurement activities, and manage internal capacity planning to ensure smooth delivery.

SLA & Performance Management

• Monitor and manage SLAs and service contracts, from negotiation and alignment to management reporting.
• Analyze KPIs, conduct service reviews, and identify opportunities for service and process optimization.
• Develop problem and performance management frameworks, including deep-dive analysis and cost reporting.

Risk, Change & Problem Management

• Perform risk, root-cause, and variance analyses for project or service deviations and coordinate corrective actions.
• Oversee change management processes, including evaluation of change requests and coordination of technical and organizational workshops.
• Enhance problem and performance management practices to improve operational stability and service quality.

Customer Relationship & Communication

• Maintain professional customer communication through proactive account management, escalation handling, and regular status reporting.
• Serve as the key interface between customers, internal departments, external providers, partners, subcontractors, and branch offices.