Multi-Domain Service Delivery Lead

Collins Aerospace; Cedar Rapids (IA); Hybrid; USD 108,000 - 205,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Vacation entitlement

401(k) with match

Tuition reimbursement

Student loan repayment

Life and disability insurance

Parental leave benefits

Job summary

Collins Aerospace is seeking a Service Manager to shape and lead service delivery across a multi-domain solutions portfolio. You will align service strategy with customer needs, drive governance and performance, and collaborate with product management, engineering, and operations to deliver reliable, high-value service across a hybrid onsite model.

The role requires leadership of cross-functional teams, strong stakeholder communication, and a focus on continuous improvement in service quality

Qualifications

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience.
• 5+ years of service management, support leadership, or operations management experience, ideally in technology or multi-domain solution environments.
• Experience working with customers and stakeholders in high-impact service environments.
• Proven ability to manage complex portfolios and coordinate cross-functional teams.
• Bid and proposal experience/gate review experience.

Responsibilities

• Develop and maintain the service strategy for the multi-domain solutions portfolio, ensuring alignment with business goals and customer needs.
• Define service standards, SLAs, KPIs, and operational requirements across all solution domains.
• Oversee service governance, including compliance, process standardization, and continuous improvement.
• Lead day-to-day service delivery operations across multiple product and technology domains.
• Ensure consistent execution of support processes such as incident management, problem management, change management, and escalation handling.
• Coordinate cross-functional teams to resolve complex multi-domain issues and drive efficient root-cause analysis.
• Manage customer support teams and ensure high-quality case handling, escalations, and customer communication.
• Monitor customer satisfaction metrics and implement initiatives to enhance service quality and responsiveness.
• Collaborate with account management teams to address customer concerns and identify service improvements.
• Strategically and quickly coordinate service contract proposals with production product managers.
• Ensure new products and solutions are service-ready with clear support models, documentation, and training materials.
• Drive readiness plans for new releases, integrations, and cross-domain solution updates.
• Partner with product and engineering teams to provide customer feedback and influence roadmap decisions.
• Lead, mentor, and develop service and support team members.
• Promote a culture of collaboration, accountability, and customer focus across global or regional service teams.
• Act as the primary service liaison across internal stakeholders and strategic partners.
• Analyze service performance, operational metrics, and support workloads to identify trends and improvement opportunities.
• Implement best practices, automation, and efficiency enhancements across service operations.
• Prepare executive-level reports on service performance, portfolio health, and risk management

Skills

Service management

Leadership

Customer collaboration

Problem solving

Education

University Degree

Advanced Degree

Job description

Collins Aerospace is seeking a Service Manager to shape and lead service delivery across a multi-domain solutions portfolio. You will align service strategy with customer needs, drive governance and performance, and collaborate with product management, engineering, and operations to deliver reliable, high-value service across a hybrid onsite model.

The role requires leadership of cross-functional teams, strong stakeholder communication, and a focus on continuous improvement in service quality