Manager, Service Order Management - Government Contracts

Rohde & Schwarz; Columbia (MD); On-site; USD 70,000 - 110,000; Full time

Job summary

ROHDE & SCHWARZ GmbH & Co. KG in the United States (Columbia, MD) seeks a Service Order Manager to supervise daily service order management for government and public sector contracts.

You will lead a team of service order coordinators and specialists to ensure accurate processing and contract compliance. You will monitor SLAs and KPIs, coordinate with contracts, finance, logistics, and program management, and support audits and reporting.

Responsibilities

• Supervise daily service order management activities for government and public sector contracts.
• Lead, coach, and develop a team of service order coordinators and specialists.
• Ensure all service orders are processed accurately, efficiently, and in compliance with contractual requirements and internal procedures.
• Monitor service-level agreements (SLAs), key performance indicators (KPIs), and contractual deliverables.
• Review and validate order documentation, pricing, funding approvals, modifications, and billing readiness.
• Coordinate with contracts, finance, logistics, procurement, and program management teams to resolve operational issues.
• Maintain compliance with FAR, DFARS, agency-specific requirements, and company policies.
• Support audits, reporting requirements, and documentation retention standards.
• Analyze workflow trends and implement process improvements to increase operational efficiency and customer satisfaction.
• Manage escalations related to order fulfillment, delivery schedules, invoicing discrepancies, and contract interpretation.
• Assist in resource planning, workload balancing, and staffing recommendations.
• Prepare operational reports and present status updates to leadership and government stakeholders.
• Ensure subcontractor and vendor activities align with contract terms and service expectations.
• Support onboarding and training of new employees on government contract procedures and systems.

Job description

• Supervise daily service order management activities for government and public sector contracts.
• Lead, coach, and develop a team of service order coordinators and specialists.
• Ensure all service orders are processed accurately, efficiently, and in compliance with contractual requirements and internal procedures.
• Monitor service-level agreements (SLAs), key performance indicators (KPIs), and contractual deliverables.
• Review and validate order documentation, pricing, funding approvals, modifications, and billing readiness.
• Coordinate with contracts, finance, logistics, procurement, and program management teams to resolve operational issues.
• Maintain compliance with FAR, DFARS, agency-specific requirements, and company policies.
• Support audits, reporting requirements, and documentation retention standards.
• Analyze workflow trends and implement process improvements to increase operational efficiency and customer satisfaction.
• Manage escalations related to order fulfillment, delivery schedules, invoicing discrepancies, and contract interpretation.
• Assist in resource planning, workload balancing, and staffing recommendations.
• Prepare operational reports and present status updates to leadership and government stakeholders.
• Ensure subcontractor and vendor activities align with contract terms and service expectations.
• Support onboarding and training of new employees on government contract procedures and systems.